What you’ll be doing...In an ever-changing environment, the NCC/WFA Senior Analyst supports the WCC Operation teams by ensuring high-quality interactions and industry-leading solutions. You will manage day-to-day Workflow Manager (WFM) operations, monitor service levels, and analyze performance metrics to ensure employees are positioned to maintain a 75% or higher service level. Your core responsibility is meeting enterprise performance metrics through strong analysis, communication, and real-time mitigation strategies to serve those who serve our customers.
Key responsibilities will include:
Manage day-to-day WFM operations, including completing reassignments, queue maintenance, and eliminating non-workable items.
Analyze enterprise performance metrics, contact center volume reports, and trends to drive productivity and recommend staffing adjustments or mitigation strategies.
Monitor service levels, weather alerts, and provide intra-day direction to partners for all customer-facing workgroups.
Collaborate with the NCC, IMT, forecasting, TP, and systems teams to resolve downtime issues and support account changes.
Communicate insights, action plans, and recommendations to all levels of the organization using negotiation and persuasion.
Perform workgroup-specific maintenance, including managing routing rules, templates, and team setup/shutdown.
Work a flexible schedule which may include evenings, weekends, and holidays based on business needs.
This position follows a hybrid model, requiring a combination of remote work and scheduled in-office days as determined by leadership.
What we’re looking for...
You'll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
One or more years of relevant Resource Management experience.
Two or more years of experience in a call center environment.
Advanced experience working with Verint, WFM, ACSS, CCMP, IT Case Sentry, and WorkHub.
Experience with all primary metrics (ASA, AHT, Abandons, Call volume, Occupancy, Service Level) and their drivers.
Experience in Ordering and Analyzing WFM volume reports to determine mitigation strategies and identify trends
Advanced knowledge of Microsoft products, such as Excel and PowerPoint, and Google G Suite.
Willingness to work a flexible schedule with the possibility of working evenings and weekends as needed.
Even better if you have one or more of the following:
A degree
Project management skills.
Proven ability to work alone or in a group setting with limited supervision.
Exceptional communication and analytical skills.
Capable of multi-tasking and executing a plan to completion.
Proven history of relationship building and cross functional collaboration with partner workgroups
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.
In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours40
Benefits and CompensationOur benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
The annual salary range for the Maryland location(s) listed on this job requisition based on a full-time schedule is: $75,000.00 - $123,000.00.
