Senior Analyst

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 #VTeamLife.

What you'll be doing...

This position will provide critical support to Customer Service outsource vendor locations, requiring proactive strategic thinking and the autonomy of independent thought. In this role, you will act as a strategic leader who drives impact across vendor sites and their respective leadership teams. Focused on a portfolio of KPIs for an assigned Partner's Operational Manager, you will utilize your analytical expertise and people leadership skills to influence outcomes and align operations with Verizon's high standards-all through indirect leadership and strong relationship building.

You will proactively create custom plans tailored to the unique performance of your assigned teams, ensuring cross-functional knowledge and best-practice sharing. By analyzing trends and conducting root cause analysis, you will spend the majority of your time interacting with vendor leadership to develop strategy, maximize performance, and present key takeaways. Additionally, this role is critical in delivering innovative ideas to enhance the PSO operation and improve the new hire experience.

Activities include but are not limited to:

• Vendor Strategy: Growing and maintaining partner relationships while developing and driving strategy with the vendor leadership team to maximize performance.
• Performance Management: Managing vendor performance by analyzing market trends, assessing functional job tasks, and influencing action planning and execution across all KPIs without direct authority.
• Operational Oversight: Conducting daily operational meetings to assess training readiness, daily shrink plans, go-to-market implementation, attainment, and customer experience impacts.
• Quality & Compliance: Inspecting vendor performance to ensure adherence to Statements of Work (SOW) and alignment with Verizon's high quality standards.
• Training & Onboarding: Driving the new hire experience from recruitment profiling to production onboarding. Executing training strategies, managing the "train the trainer" certification process, and ensuring strict adherence to Verizon curriculum.
• Continuous Improvement: Conducting and delivering feedback observations, creating processes to elevate the customer experience, and acting with a sense of urgency to identify and remove obstacles.
• Root Cause Analysis: Leveraging Google AI tools (Gems, Notebook, etc.) to perform deep-dive root cause analysis on performance trends.
• Global Support: Providing robust vendor support through in-person meetings and training onsite internationally.

The preferred locations for this position are Alpharetta (GA), Basking Ridge (NJ), Irving (TX), or Temple Terrace (FL); this role may also be located in one of our hub locations in Lake Mary (FL), Miami (FL), and New York (NY).

Where you'll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

The preferred locations for this role are the hub locations listed below: Alpharetta (GA), Basking Ridge (NJ), Irving (TX), and Temple Terrace (FL).

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 experience required, demonstrated through work experience and/or military experience.
• Two or more years of experience in a customer-facing role (e.g., sales, customer service, or retail).
• Two or more years in a People Leader role, with a demonstrated 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 (shifts) including nights, weekends, and holidays based on the needs of the business.
• Willingness and ability to travel up to approximately 25% of the time.
• A valid passport for international travel and willingness to meet all international travel requirements.

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

• 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's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word, Excel).
• Knowledge of systems and tools such as Reporting dashboards. (i.e. Qlik, VzStac, ACSS, ETE, Optix, Enhance, and Loyalty Tools)
• Experience using call monitoring tracking systems/tools (Verint, Speech Analytics).
• Experience working with cross-functional teams across all levels of the organization.
• Experience with facilitation and written communication to leadership.

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 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 Hours
40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our 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 location(s) listed on this job requisition based on a full-time schedule is: $60,500.00 - $99,000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $60,500.00 - $99,000.00.