Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life. 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. The 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.

What you'll be doing:

• Analyzing chat and call transcripts to identify trends, patterns, and customer sentiment.

• Developing and applying natural language processing (NLP) techniques to extract key information and insights from unstructured text data.

• Analyzing large datasets from JD Power surveys and other sources to identify trends, patterns, and key insights.

• Developing and applying statistical models and techniques to extract meaningful information from complex data.

• Developing and maintaining accurate forecasting models using statistical techniques and data analysis tools.

• Analyzing historical data, trends, and industry benchmarks to identify patterns and make informed predictions.

• Conducting qualitative research groups, to gather insights into customer behavior, market sentiment, and emerging trends.

• Playing a crucial role in collecting, analyzing, and interpreting JD Power data to provide actionable insights

• Developing metric builds, myInfo requests/launches and channel review data needs. Interaction analytics supporting Operations, GTC and ROI analysis.

• Being responsible for .com funnel and traffic conversion for sales chat teams across brands.

• Performing CV and forecast development of key KPIs and targets in sell, serve, and save model.

• Develop and deliver executive-level presentations and perspectives, effectively communicating insights and recommendations to senior leadership, cross channel stakeholders to frontline agents

You'll need to have:

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

Even better if you have one or more of the following:

• Strong analytical mindset, excellent communication, storytelling skills and deep understanding of customer service, IVR, Chatbot and NLP Processing to serve as subject matter expert for the data in the reports and analysis.

• Advanced skills with text analytics (Natural Language Processing) tools like Verint, Qualtrics, Medallia etc.

• Advanced skills in excel for data manipulation and analysis (Vlookup, Hlookup, Macros etc).

• Data visualization skills to create a clear and compelling data story to communicate insights (GSuite).

• Strong knowledge of BI tools Tableau, Power BI, QlinkView, or Looker.

• Proven accomplishments in process improvement, process design. 

• Proven operational experience with large scale projects

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $107,000.00 and $217,000.00 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.