Senior Analyst Workforce Management

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

When customers reach out, you’ll make sure we have the right people ready to support them—because outstanding customer service is what we are all about. That’s where you come in. You’ll be working behind the scenes driving awareness around workforce planning analysis performance. You’ll be proactively sharing best practices and success strategies with your peers to contribute to positive overall organization performance. Ultimately, you’ll be the one ensuring that we provide the highest level of customer support by making sure we have the right resource available at the right time – every time.

• Building and providing enterprise reporting/trending/analysis.

• Reviewing performance and making adjustments for continuous improvement.

• Developing, leading and maintaining project plans.

• Creating and editing content for executive presentations.

• Providing feedback and recommendations to the Leadership team on process improvement.

• Leading and facilitating process improvement efforts and operations projects with all necessary partner departments.

• Attending, leading, and actively participating on cross-functional operations projects assigned to ensure understanding of and conformity to established planning guidelines, standards, processes and methodologies.

• Identifying and resolving any cross-functional team issues that may impact the project deliverables.

What we’re looking for...

You’re analytical, organized, and detail oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. Finding opportunities to improve the way things are currently done gives you a lot of satisfaction. You are a highly effective communicator and listen with both your eyes and ears. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and balance multiple projects with ease.

You’ll need to have:

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

• One or more years of reporting and analysis experience.

• Contact Center experience.

• Telecom industry experience.

Even better if you have one or more of the following:

• One or more years of project management experience.

• Strong knowledge of scheduling tools such as Verint/IEX, myAttendance, and Disability Dashboard.

• Working knowledge of reporting tools such as Tableau, SQL and ThoughtSpot.

• Capability to effectively work with all levels of management and successfully establish cross functional partnerships.

• Capability to collaborate virtually with various workgroups simultaneously.

• Working knowledge of Microsoft Office and Google Suites.

• Capability to work with sensitive and confidential information.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.