A1. Description of the Organization
Verizon Wireless is known for their quality of service across the United States and for their outstanding customer service experience. Verizon Wireless was founded on June 30, 2000 by Bell Atlantic Corp. and GTE Corporations (Verizon Communications, 2018). The merge with Bell Atlantic Corp. and GTE Corp. was one of the largest merger business agreement to date. Before the merger GTE Corp. was one of the world’s largest telecommunications companies with more than $26 billion in revenue. GTE Corp. was one of the leading wireless operator with over 7.1 million wireless customers. Surprisingly, Bell Atlantic Corp. was bigger than GTE Corp. with more than $33 billion in revenue before the historical merger. They …show more content…
On each team there is a team manager who listens and critiques your calls, challenge you to meet the monthly goals, and motivate and reward the team for meeting their goals. During my time at Verizon call center my team manager was Kenny Brown, he has been with the company for over five years and recently became a team lead a couple months before I was hired. Before becoming a team lead he was a customer service rep who answered calls like the employees on his team. Team mangers also report to their operations manager who makes sure they are helping their team and ensuring the team is being led …show more content…
Effects of Current Leadership The staff at Verizon Wireless call center is very diverse thought the departments. Some customer service reps. are recently high school graduates and some are college graduates. Coming in as a customer service rep. everyone is paid ten dollars an hour no matter your experience. Every year you get a raise biased on your performance and overall numbers. Instead of waiting a year if you stand out and show leadership skills you can be moved a support coach or even and team manager. Moving up is the fastest way to receive a pay increase. If problems occur in the workplace there is usually a process each team manager follows. If you’re late you receive points, and as your points accumulative that will end in either a write up or termination. Doing no call no show will also add points to your name for not calling out property and giving your mangers notice. During training each manger makes sure each employees understand the point system and the way to property call out if and emergency occurs and you’re unable to come to
Verizon Wireless is known for their quality of service across the United States and for their outstanding customer service experience. Verizon Wireless was founded on June 30, 2000 by Bell Atlantic Corp. and GTE Corporations (Verizon Communications, 2018). The merge with Bell Atlantic Corp. and GTE Corp. was one of the largest merger business agreement to date. Before the merger GTE Corp. was one of the world’s largest telecommunications companies with more than $26 billion in revenue. GTE Corp. was one of the leading wireless operator with over 7.1 million wireless customers. Surprisingly, Bell Atlantic Corp. was bigger than GTE Corp. with more than $33 billion in revenue before the historical merger. They …show more content…
On each team there is a team manager who listens and critiques your calls, challenge you to meet the monthly goals, and motivate and reward the team for meeting their goals. During my time at Verizon call center my team manager was Kenny Brown, he has been with the company for over five years and recently became a team lead a couple months before I was hired. Before becoming a team lead he was a customer service rep who answered calls like the employees on his team. Team mangers also report to their operations manager who makes sure they are helping their team and ensuring the team is being led …show more content…
Effects of Current Leadership The staff at Verizon Wireless call center is very diverse thought the departments. Some customer service reps. are recently high school graduates and some are college graduates. Coming in as a customer service rep. everyone is paid ten dollars an hour no matter your experience. Every year you get a raise biased on your performance and overall numbers. Instead of waiting a year if you stand out and show leadership skills you can be moved a support coach or even and team manager. Moving up is the fastest way to receive a pay increase. If problems occur in the workplace there is usually a process each team manager follows. If you’re late you receive points, and as your points accumulative that will end in either a write up or termination. Doing no call no show will also add points to your name for not calling out property and giving your mangers notice. During training each manger makes sure each employees understand the point system and the way to property call out if and emergency occurs and you’re unable to come to