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Client Services Manager

05/14/2019Call Center
Job Location:
Walnut Creek, CA
Metro Area:
CA - San Francisco
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

Perform the transition task of defining and implementing the Service Level Management process, including the following tasks: Planning, Definition, Review, and Implementation.

  • Identify all Service Levels and Key Measurements and map to system of record.
  • Understand and help define/refine the underlying components which make up and or impact the specific SLAs.
  • Ensure SLA measurement requirements are captured in the solution design, working with internal teams and third party vendors.
  • Understand and help define the various component metrics including baseline, normal, high, and decision points on each.
  • Ensure Verizon will provide and utilize tools to automate the monitoring of Verizon products and services against predetermined benchmarks. Understand the basic design and set up of these tools in support of monitoring.
  • Create and define process for managing internal operational-level agreements (OLAs).
  • Work with TPV Manager to create and develop process for managing Verizon underpinning contracts (UCs). Verizon will negotiate performance metrics with its Verizon Agents and Managed Third Part Providers to meet or exceed the OLAs for Verizon internal organizations.
  • Ensure integration of Service Level Management process with all PMO processes including for example: Incident Management, Risk Management, Change Management, and Continuous Improvement processes.
  • Establish proactive process for monitoring , managing and tracking Service Level Defaults. Service Level Defaults are performance levels that fail to meet a specified Service Level target as defined for each Service Level. Service Level Defaults will result in Verizon being assessed Performance Credit Decrement Points as specified in the contract.
  • Track monthly and yearly performance as measured by Performance Credit Decrement Points, understand status at any point, YTD, causes, etc.

This position will be remote.

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.
  • Documented and successful experience managing and reporting on Service Level Agreements and related experience.

Even better if you have:

  • A degree in Telecommunication/Engineering, Business, Science.
  • Five or more years of relevant business experience.
  • Certification for ITIL foundation.
  • Experience with Contact Centers, IP Telephony, Data and Voice Network, and Applications Management.
  • Process and systems management experience.
  • Effective written and verbal communication skills.
  • Demonstrated ability to identify problems, analyze and provide solutions.
  • Demonstrated ability to support and work within project teams.
  • Excellent abilities in coordinating multiple requests across multiple organizations.
  • Capability to multi-task.
  • Proven to have a high degree of structure and are well organized.
  • Demonstrates attention to detail.
  • Advanced knowledge of MS Office applications.
  • Proven to be a self-starter.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

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. Different makes us better.

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