Experienced Remote Federal Account Services Supervisor – Team Leadership and Customer Experience Expertise

Introduction to Verizon and Our Mission

At Verizon, we are driven by a simple yet powerful mission: to empower people by connecting them to the things that matter most. We believe in the transformative power of technology and its ability to improve lives, drive innovation, and foster creativity. As a leader in the telecommunications industry, we are committed to delivering exceptional customer experiences, driving growth, and making a positive impact on the communities we serve. If you are passionate about making a difference, leading high-performing teams, and delivering outstanding customer experiences, we invite you to join our V Team as a Federal Account Services Supervisor.

About the Role

In this vital role, you will lead a team of associates in our federal business office, focusing on driving optimal productivity, delivering exceptional customer experiences, and achieving organizational objectives. As a supervisor, you will be responsible for coaching, developing, and motivating your team members to achieve their full potential. You will work closely with internal departments and external customers to ensure seamless collaboration and resolve complex issues. Your expertise in team leadership, customer experience, and problem-solving will be essential in driving success in this role.

Key Responsibilities

• Lead and coach a high-performing team to achieve exceptional customer experiences and drive business results
• Develop and implement strategies to improve team performance, productivity, and customer satisfaction
• Provide effective two-way communication to facilitate and motivate our culture into a competitive advantage
• Recognize and recommend operational improvements to drive efficiency and effectiveness
• Monitor performance of team members and partners with employees to coach and develop to improve performance
• Collaborate with sales, service delivery, and project management teams to provide insight and feedback on policy and procedure
• Support customer escalations and resolve complex issues in a timely and professional manner
• Manage absenteeism and support general call-outs to ensure seamless team operations
• Ensure completion of assigned training for yourself and the team to drive continuous learning and development
• Provide peer supervisor support to ensure consistent coverage and support
• Demonstrate ability to be resourceful in identifying and resolving customer concerns using online resources, training materials, and other available tools
• Efficiently and effectively manage time and resources for yourself and the team to drive productivity and results
• Manage work environment within company guidelines to protect and secure company and customer information

Essential Qualifications

To be successful in this role, you will need to have:

• Four or more years of work experience in a relevant field
• Four or more years of experience directly managing and coaching a high-performing sales team
• Experience coaching, training, developing, and motivating employees to achieve their full potential
• Experience solving complex problems and resolving customer complaints in a timely and professional manner
• Experience working in a fast-paced environment with tight deadlines and multiple priorities
• Experience working in a team and collaborating on projects within immediate work group and across different channels
• Experience handling multiple projects and strict deadlines in a rapidly paced environment
• Experience identifying root causes and resolutions to drive continuous improvement
• Location in the Silver Spring, Maryland area

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous Verizon supervisory experience in a Call Center environment
• Five or more years of Customer Contact experience
• Ability to work independently with all levels of hierarchy in the organization
• Experience managing union employees and working with collective bargaining agreements, labor relations, and negotiating with labor unions
• Advanced working knowledge of Google Workspace and Microsoft Office, along with strong presentation skills at leadership levels
• Excellent written and verbal communication skills, including business letter writing experience

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong leadership and coaching skills to develop and motivate high-performing teams
• Excellent communication and interpersonal skills to collaborate with internal and external stakeholders
• Strong problem-solving and analytical skills to resolve complex issues and drive continuous improvement
• Ability to work in a fast-paced environment with multiple priorities and tight deadlines
• Strong time management and organizational skills to efficiently manage time and resources
• Ability to work independently and as part of a team to achieve organizational objectives
• Strong customer focus and commitment to delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At Verizon, we are committed to helping our employees grow and develop in their careers. As a Federal Account Services Supervisor, you will have access to a range of training and development programs, including:

• Leadership development programs to enhance your coaching and leadership skills
• Customer experience training to drive exceptional customer experiences
• Technical training to enhance your knowledge of our products and services
• Mentorship programs to connect you with experienced leaders and professionals
• Opportunities for career advancement and professional growth

Work Environment and Company Culture

At Verizon, we are proud of our diverse and inclusive culture. We believe in creating a work environment that is collaborative, supportive, and empowering. As a Federal Account Services Supervisor, you will be working from home with occasional in-person meetings and trainings. You will be part of a dynamic and fast-paced team that is committed to delivering exceptional customer experiences and driving business results.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $85,000 to $157,000 per year, depending on your location and experience. You will also be eligible for a range of benefits, including:

• Health and wellness benefits
• Short-term incentives
• 401(k) Savings Plan
• Stock incentive programs
• Paid time off
• Parental leave
• Adoption assistance
• Tuition assistance

Conclusion

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences and driving business results, we encourage you to apply for this exciting opportunity. As a Federal Account Services Supervisor at Verizon, you will have the chance to make a real difference in the lives of our customers and contribute to the success of our organization. Don't miss out on this opportunity to join our V Team and take your career to the next level. Apply now!