Operations Planning Senior Manager Location: On-site, Winterville NC About Us Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way”.We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue. Job Description: As the Operations Planning Senior Manager , you will be responsible for a wide range of responsibilities including workforce optimization, reporting, tool optimization, disaster recovery strategies, service levels, new call center technology evaluations, and partner with finance on ROI modeling and budget planning. Key Responsibilities: Design and implement the routing strategy to ensure flawless execution to business goals Lead the overall reporting strategy for call centers; align all key metrics definitions Maintain and regularly update business continuity plans to ensure seamless execution Develop and own resource strategy plans to maximize efficiency Work with finance and IT to ensure plans support technology roadmaps and business outcomes Direct and develop an analyst team overseeing end-to-end workforce functions Continuously assess policies to drive innovation and maintain a competitive edge Drive global workforce optimization across multiple call center locations Align plans with store operations and marketing initiatives Take lead on all ROI modeling in partnership with finance team Ensure team has proper training and tools to execute Develop a command center approach to monitor multi-center portfolio Oversee third party software for outbound calls related to SPAM detection and number identification What We Are Looking For: Bachelor’s / Trade Degree or equivalent work experience 5+ Years of experience managing resource operations for large call center environments 5+ Years of experience leading teams Expert in data analysis with the ability to distill complex data into actionable insights Able to visualize customer journey through multiple touchpoints and systems Financial background / education a plus Strong knowledge of workforce management principles, professional training a plus Highly analytical and strong communication skills Why Join Us? Paid training and career development opportunities. Comprehensive health, dental, and vision insurance. 401k retirement plan. Tuition reimbursement. Employee discounts on Verizon services. Referral bonuses and exciting contests. Career pathing opportunities.
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