Senior Analyst-Vendor Management

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...

Providing first class customer support is what we are all about and you will ensure that we deliver the best tech support to our customers. You will be designing and implementing processes for our global outsourced call centers to ensure that we are providing a consistently great customer service experience. You'll review what's in place and how we are doing today-and recommend the changes needed to make our service even better.

• Ensuring high quality performance on assigned work and proactively identifying work opportunities to improve the customer onboarding experience.

• Identifying metrics, measuring performance, and making recommendations for continuous improvement.

• Implementing and managing programs to improve performance of strategic partner site(s).

• Creating and introducing standard tools and processes for greater efficiency and consistently high levels of service.

• Analyzing performance data and trends to identify new opportunities for improvement.

• Planning and executing processes to build to drive results and execute on priorities.

Where you'll be working:

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

• Must be located near the Irving, TX, Salt Lake City, UT, Cary, NC, Annapolis Junction, MD or Alpharetta, GA locations.

• To be eligible for this position, you must be located within a 90 minute commute of the BGCO locations specified on this job posting.

What we're looking for...

You're a planner and putting processes in place to build order makes you smile. You like to work in teams but also do just fine working alone. Different people and situations require different approaches - and not only do you understand that diverse perspectives create stronger outcomes, but you also have an ability to flex your style accordingly. You are detail-oriented and organized without losing sight of the big picture. Digging into data to find opportunities and coming up with recommendations that will have a huge impact makes you feel good.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant work experience.

• Experience driving customer experience or strategic partner performance.

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

• A degree.

• Certification in COPC VMO.

• Experience within BGCO organization.

• Experience managing global vendor partner relationships.

• Experience pulling, reporting and analyzing call center data and making decisions or recommendations based on data observed.

• Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team - all in a remote work environment.

• Willingness to travel up to 50% of the time.

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.

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