Senior Analyst

Provide critical support to Customer Service outsource vendor locations Act as a strategic leader across vendor sites and leadership teams through indirect leadership and relationship building Manage a portfolio of KPIs for an assigned Partner’s Operational Manager Create custom performance plans tailored to assigned teams Analyze trends and conduct root cause analysis Interact with vendor leadership to develop strategy, maximize performance, and present key takeaways Develop and drive vendor strategy and partner relationships Analyze market trends and assess functional job tasks to influence action planning across KPIs Conduct daily operational meetings covering training readiness, shrink plans, go-to-market implementation, attainment, and customer experience impacts Inspect vendor performance for adherence to Statements of Work and Verizon quality standards Drive the new hire experience from recruitment profiling through production onboarding Execute training strategies and manage the train-the-trainer certification process Deliver feedback observations and create processes to elevate customer experience Identify and remove operational obstacles Use Google AI tools, including Gems and Notebook, for deep-dive root cause analysis Provide vendor support through in-person meetings and training onsite internationally Requirements Bachelor’s degree or four or more years of work experience Three or more years of relevant experience required, demonstrated through work experience and/or military experience Two or more years of experience in a customer-facing role, such as sales, customer service, or retail Two or more years in a People Leader role, with ability to influence, guide, and drive results with teams Experience in data analysis and strategic planning to maximize vendor performance while evaluating market trends Willingness to work a rotating schedule, including nights, weekends, and holidays Willingness and ability to travel up to approximately 25% of the time Valid passport for international travel and willingness to meet all international travel requirements Experience with AI tools for data analysis, trend identification, or process improvement Experience in a call center environment Experience with vendor management Two or more years of experience in a trainer or quality assurance role, including training initiatives and delivery One or more years of experience working with Mobile and/or Fios programs Proficiency in Google G-Suite and Microsoft Office Suite Knowledge of reporting dashboards such as Qlik, VzStac, ACSS, ETE, Optix, Enhance, and Loyalty Tools Experience using call monitoring tracking systems/tools such as Verint and Speech Analytics Experience working with cross-functional teams across all levels of the organization Experience with facilitation and written communication to leadership Core Competencies Demonstrates expertise in vendor management, data analysis, and strategic planning to enhance operational performance and customer experience. Proficient in utilizing AI tools and reporting dashboards to drive insights and improve training initiatives. Highest-signal resume keywords Vendor Management Data Analysis Strategic Planning Training Delivery Customer Experience Improvement Hard Skills Data Analysis Vendor Management Training Delivery KPI Management Root Cause Analysis Performance Planning Call Center Experience Market Trend Analysis People Leadership Operational Strategy Soft Skills Relationship Building Influencing Communication Team Leadership Problem Solving Industry Keywords Customer Service Call Center Operational Management Training Initiatives Quality Assurance Mobile Programs Fios Programs Tools & Technologies Google G-Suite Microsoft Office Suite Qlik VzStac ACSS ETE Optix Enhance Loyalty Tools Verint #J-18808-Ljbffr