Customer Service Supervisor

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 #VTeamLife. What you’ll be doing... This Customer Service Supervisor role is a leadership position for Verizon's Regional Business Customer Care - Centralized Disconnect Group team whose principal role is assuring Verizon provides an optimal customer experience across the retail Enterprise and government customers for telecommunications products and services. In this role you will:

• Supervise a team of associates to ensure customer’s order requests and billing inquiries/claims are processed accurately and timely.
• Provide developmental coaching to associates by assessing ongoing performance, providing feedback and training as required, and taking appropriate corrective actions to support associates in achieving their objectives.
• Perform quality work reviews to provide performance feedback.
• Conduct side by side observation reviews and provide coaching/mentoring.
• Ensure Associate appraisals are aligned with corporate standards.
• Set clear expectations, drive performance, deliver results, provide support, and eliminate obstacles while fostering a professional culture amongst the team.
• Know, understand and be able to articulate your team’s performance, determine drivers and action plans for improvement.
• Promote inclusion, innovation and employee development.
• Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussions.
• Encourage teamwork and collaboration.
• Provide guidance and assistance in the resolution of escalated issues.
• Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.
• Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union. Partner with Human Resources as needed to support department or corporate needs.

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 Brooklyn, New York metro area, and to be eligible for this position, you must be within a 60 minute commute of the Brooklyn, New York office. What we’re looking for... You’ll need to have...

• Four or more years of work experience leading a team.
• Four or more years of experience in a fast paced, deadline driven, customer facing leadership role
• Four or more years of experience managing a team, assigning and managing team workload, setting priorities, allocating resources, and overcoming challenges to ensure delivery.
• Four or more years of experience assessing employee performance, holding employees accountable, taking appropriate corrective actions, and training and providing ongoing direction and feedback to team members.
• The ability to work outside of normal business hours, including some weekends and holidays
• Must be located within a commutable distance to the Verizon office in Brooklyn, New York.

Even better if you also have:

• A degree
• Six or more years of call center supervisory or management experience.
• Two or more years of experience leading a team of union employees
• Experience working with collective bargaining agreements and an understanding of labor relations
• Organizational, analytical, written, and oral communication skills.
• Time and people management and problem-solving skills.
• Ability to be self-motivated, learn quickly and adapt rapidly to transformation.
• Ability to communicate with front line employees and customers.
• Ability to use good judgment, make independent decisions and proactively problem solve.
• Capability of performing comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently.
• Knowledge of Telecom products and services.
• Proficient in Microsoft office suite with an emphasis on Excel.

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 Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics. 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, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $82,500.00 and $144,000.00 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. Apply Job!