Senior Business Operations Analyst - Verizon (Newport News, VA) in Newport News, Virginia For Sale

Responsibilities
Responsible for customer service analysis, trending, reporting and execution to drive improvement of the customer experience. Partner with center leadership to reinforce practices such as commitments, systems, reporting.
Proactively provide analysis of First Call Resolution root causes, potential trends and system and/or process solutions
Interface with a larger team and client groups to analyze, prioritize and manage the delivery of requirements meeting all required targets
Work with area/region teams to improve team processes by identifying best practices and implementing training/job-aids to increase efficiency and consistency
Manage Area, Center and Regional ad hoc requests to deep dive for insights
Manage key quality initiatives, utilizing project/process management methodologies
Partner with internal and external subject matter experts to drive business change.
Provide strategy and recommendations to Area and National leadership teams
Construct and maintain layered project plans that are designed as a direct result of research and trends
Create and provide strategic oversight of actionable plans to improve quality through reviewing and analyzing customer satisfaction data
Work closely with the area/center leadership team to improve customer experience results
Providing Customer Service insights and reporting back to the area on national initiatives
Qualifications
Qualifications
High proficiency in all call center and support systems – Cofee Anywhere, IGO, IVAPP, Service Express, NSOP, NOCV
Knowledge of requirements for all regions (East, West, North)
High proficiency in MS Excel & PowerPoint
Strong problem-solving, critical thinking and decision-making skills
Excellent interpersonal, verbal and written skills.
Strong conflict resolution, negotiating and facilitation skills.
Must be a self-starter, highly motivated
Previous experience in managing associate teams
Ability to manage multiple priorities and deliver on-time results
Making decisions and building client relationships
Equal Employment Opportunity
We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.