Federal Account Services Supervisor

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.

What you’ll be doing...

In this vital role, you will manage a team of associates in the federal business office with the goal of ensuring optimal productivity and a strong focus on delivering an outstanding customer experience. This would include working with internal departments and/or external customers where applicable and helping the team meet or exceed organizational objectives and priorities.

You will be responsible for successfully leading and coaching a high performing team and creating an inclusive environment where employees want to come to work. You will provide effective two-way communication to help facilitate and motivate our culture into a competitive advantage. You recognize and recommend operational improvements and monitor performance of team members and partners with employees to coach and develop to improve performance. In this role, you'll partner with sales, service delivery, and project management providing insight and feedback regarding policy and procedure as well as support in addressing issues that may require further escalation. Provide leadership and direction on recommendations to management for appropriate actions to be taken.

In this role you will:

• Build long-term team relationships by facilitating ongoing team meetings & coaching

• Drive culture & communication, by delivering leadership, HR, and management messages and initiative details

• Evaluate performance by completing quality observations

• Support customer escalations

• Manage absenteeism and support general call-outs

• Ensure completion of assigned training for yourself and the team

• Provide peer supervisor support by ensuring consistent coverage (vacation, sick)

• 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

• Manage work environment within company guidelines to protect and secure company/customer information

Where you'll be working...
This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and trainings. The only viable location for this position is the Silver Spring, Maryland metro area.

What we’re looking for...

You communicate ideas and recommendations to all levels within the organization using tact, common courtesy, persuasion, and discretion to achieve objectives. You have the ability to work under pressure and meet deadlines with frequent interruptions and changing priorities. You demonstrate effective communications skills, work ethic and sound judgment in the application of policies, procedures, and guidelines.

You’ll need to have:

• Four or more years of work experience.

• Four or more years of relevant work experience.

• Four or more years of experience directly managing and coaching a high performing sales team

• Experience coaching, training, developing and motivating employees.

• Experience solving complex problems

• Experience working in a fast paced environment with tight deadlines

• Experience working in a team collaborating on projects within immediate work group and across different channels

• Experience handling multiple projects and strict deadlines in rapidly paced environment

• Experience identifying root causes and resolutions

• Be located in the Silver Spring, Maryland area

Even better if you have:

• Previous Verizon supervisory experience preferred in a Call Center environment

• 5 or more years of Customer Contact experience

• Ability to work independently with all levels of hierarchy in the organization

• Experience managing union employees

• Experience 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

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 remote role, you'll work from home with occasional in-person trainings and meetings.

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 $85,000.00 and $157,000.00 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.