.***When you join Verizon**Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition 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...**This position will provide critical support to Customer Service outsource vendor locations virtually. You will be providing direction on goals and responsibilities of the vendor program to drive performance. This position will be responsible for identifying and correcting training gaps, program opportunities and executing on action plans to improve operational and customer results. This role will be critical in improving the new hire experience and deliver innovative ideas through to completion to enhance the SPC operation.You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.- Partnering to influence the new hire experience and associated metrics.- Establishing alignment of priorities and goals with all levels of program personnel.- Assessing all functional execution and identifying gaps in performance.- Directing and influencing action planning, implementation and execution on all KPI's.- Conducting daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.- Assessing Partner performance and implementing action plans based on needs.- Conducting side by side call observations with representatives, new hire training and observations, leading calibration sessions and regularly providing effective feedback for improved performance.- Reviewing and analyzing current center results to identify trends and provide recommendations.- Observing huddles, training session for continuing education and the new hire experience for execution and content alignment.- Identifying leadership opportunities and conducting leader huddles/workshops to improve coaching skills & knowledge.**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.*** What we're looking for...**You'll need to have:- Bachelor's degree or one or more years of work experience.- Experience in onsite performance management and leadership development of international 3rd party partners.- One or more years of experience in a people-leader role.- One or more years of experience in a customer-facing role; i.E. sales, customer service, or retail