Sr Analyst - Operations Support

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.

You will partner with key players to provide strategic insight into consumer broadband, video and voice services. You'll be part of the team concentrating on delivering insight into call drivers and volume reduction opportunities, process and training efficiency, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience. The work you'll do every day will impact the way that our customers live, work and play.

• Working with requestors to design and build call studies to answer key questions, building online observation forms for data collection, extracting the data, and providing packaged analysis and presentation of results.

• Training call analysts prior to studies to ensure accuracy in the data being captured.

• Identifying big picture trends across one or more lines of business.

• Finding drivers and solutions to issues and matching findings from these different sources to the intent of the request.

• Translating results from varied data collection methods.

You enjoy using new technologies to address business problems, improve processes and, report metrics. You thrive on the opportunity to encourage multi-functional teams and build an environment of constant innovation. You're not afraid of deadlines, complexity, or competing priorities, and your flexible attitude means you're happy to consider a variety of alternatives and course correct with ease.

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.

• Experience with Retail tools and systems (SFDC, OMNI, MyBiz, G-Suite, POS).

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

• Experience with complex tools and systems including; EMAG, M2M Management Tool, Fuze, One Talk portal, BuSS, Erate

• Proficiency with Excel and PowerPoint.

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.

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.