Director, Workforce Management

    • Verizon
  • Basking Ridge, NJ
  • Posted 22 days ago | Updated 7 hours ago


On Site
USD 100,000.00 - 202,000.00 per year
Part Time


Standard operating procedure
Workforce management
Customer engagement
Capacity management
Customer experience
Crisis management
Cost reduction
Process improvement
Wireless communication

Job Details

When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

  • Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
  • Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
  • Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
  • Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
  • SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.


This critical position is responsible for leading a team in Workforce Management in VVO ensuring channel volumes are enabled and optimized with partner staffing. This Director Leadership position will focus on capacity planning for voice/chat/social, real-time monitoring and notification of impacts, and intraday management to optimize capacity to incoming volumes for all value brands.

This role must be able to communicate effectively throughout all levels of the organization to ensure that staffing is optimized based on business needs. This role will need to look forward to forecast potential impacts and also to continuously evaluate trends to identify opportunities to allow the business to quickly make adjustments to best serve our customers and deliver business outcomes.

Key responsibilities include:
  • Building/refining demand/capacity model to optimize customer experience within desired business outcomes.
  • Closely Monitoring Mobile Routing/Call Delivery for VVO
  • Identifying call/chat/social volume trends and patterns affecting CX and alerting work groups with information
  • Providing Crisis Management support from initial investigation to resolution
  • Collaborating cross-functionally on various projects and initiatives
  • Communicating Impacts and Executing Mitigations
  • Being accountable for cost savings via process improvements
  • Partnering cross-functionally as the connection point to link intra-day coverage to upcoming/in-progress campaigns/launches that may create call/chat/social volume.
  • Creating slides/content that easily tells a story of what is happening in the business for: Call volume pressures, attendance trends, ways of working etc
  • Develop content and controls for major policies and standard operating procedures, in partnership with Finance, Legal and other business teams
  • Must be able to travel internationally per business needs
What you'll be doing...

What we're looking for...

You'll need to have:
  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Ability to adhere to a hybrid schedule in office that includes assigned office days (3 days minimum)

Even better if you have one or more of the following:
  • Bachelor's degree or equivalent experience
  • 12+ years of relevant work experience
  • Workforce management, Capacity planning, and/or forecasting experience
  • Strong written and verbal communications skills
  • Ability to build and lead high performing teams, bonus if you have previous experience managing remote teams
  • Contact center customer sales and service experience
  • Laser focus on driving shareholder value

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.

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.

Scheduled Weekly Hours40

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $100,000.00 and $202,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.