Business Operations Analyst

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

We are honored that you are considering Visible as your next place of employment. Visible is the first all-digital wireless carrier in the U.S. Named by Fast Company as one of the most innovative companies in the world, Visible offers unlimited messages, minutes, and data, on Verizon’s Network. Visible is designed to fundamentally change the way millions of consumers sign up for and manage their phone service.
Although headquartered in Denver, we have a permanent Work from Home Structure, and our team members work remotely.
Provide strategic and tactical leadership for multiple Care programs by creating technical solutions, processes, establishing KPIs, driving performance, and continually refining for scale. The person in this role will also be responsible for working with stakeholders to create and implement new processes and escalation paths, as well as evaluate and refine current processes. This role will manage the tracking and reporting of people, product, and process opportunities that result in poor member experiences. As part of this role, you will manage supplier performance, oversee compliance / governance execution, and help drive technology solutions, execute new strategies / procedures, and assist with agent cloud tools. With a keen eye for how details fit into the big picture, this role will also provide thoughtful leadership and advocate on behalf of agents and members as new issues are identified and need to be addressed.

• Daily monitoring of KPIs and progress toward short term and long term goals.
• Continuous optimization of KPIs and goals to ensure accuracy and effectiveness of metrics.
• Provide leadership to partner teams as new member-facing and agent-facing features are developed.
• Solicit feedback from partner leadership on people, product, and process improvements.
• Create processes and recommend improvements across all support escalation paths to drive for faster and more streamlined member resolution.
• Partner with product owners and engineering teams to define escalation paths and potential member fallouts for new features.
• Using business and technical analytics for end-to-end chat interactions, skilled based routing operations and continuous performance improvements at Visible SPC sites.
• Monitor service delivery an ongoing basis to ensure compliance with standard operating procedures.
• Continuous validation of all performance, coaching, and reporting requirements are met on an ongoing basis.
• Create and recommend new technology and procedures to create more efficiency and optimization.
• API Automation and AI / ML strategy to drive member experience with Chatbot.
• API Automation for driving Member self serve action.
• Drive delivery of new technology initiatives at sites and make recommendations to optimize agent and member experience.
• Cross functional collaboration with internal and external team members to ensure sites/agents have the proper tools and new features are developed as part of a product release.
• Partner with Product for the future of the current support programs, asking “What’s next?” and partnering with stakeholders as needs change.
• Partner closely with Learning team as a SME on escalation paths and optimizing troubleshooting flows.
• Analyze data uncovered by support programs to make recommendations for learning initiatives and quality improvement.
• Daily monitoring of Skilled Based Routing queues.
• Daily monitoring of intents on Chabot categories.
• Troubleshoot any agent access issues and work with Ops/Engineering to resolve.
• Help sites report and track tool bugs to resolution.

What we’re looking for...

You’re analytical, organized, and detail-oriented, while not missing the big picture. A self-starter and quick learner who can work independently, but you’re also great to have on a team. Identifying opportunities to improve the way things are currently done gives you a lot of satisfaction. You adapt to the growing environment of a start of culture. You are a highly effective communicator and listen with both your eyes and ears. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and juggle multiple tasks with ease. You fearlessly share feedback with your peers and leadership and aren’t afraid to ask hard questions, challenge assumptions, and take thoughtful risks.

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Experience working in a customer service or customer-facing role.

Even better if you have:

• A Degree.
• Analytic hands on background.
• Experience working with chatbot implementation.
• Experience with developing self serve services for automation.
• Capability to collaborate virtually with various workgroups simultaneously.
• Excellent critical thinking and decision making skills.
• Working understanding of cloud digital support/delivery.
• Experience in creating, analyzing, and refining SOPs after launch (standard operating procedures).
• Work with an urgency and ability to quickly make decisions.
• Excellent time management skills.
• Proven ability to thrive in a fast-paced environment with tight deadlines.
• Proven ability to share and receive feedback.

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. 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.