Supervisor-Inside Base Management

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.

As a Supervisor Inside Base Management, you will lead a high-performing team of Analysts Inside Base Management dedicated to being the "single voice" for our Verizon Business Group (VBG) customers. You are not just a manager; you are a coach, a strategist, and an escalation champion. Your mission is to foster an environment where your team can proactively protect, nurture, and delight customers, ensuring long-term loyalty, zero churn, and the achievement of CXI customer satisfaction scores and sales KPIs.

You will oversee a small business-based management team. You will be responsible for ensuring all customer experience and sales KPIs assigned to your team are achieved. Your team successfully navigates internal complexities to provide a "frictionless" experience, transforming potential points of failure into moments of brand advocacy.

You will lead a team operating in a technically advanced ecosystem. Your role is to translate high-level business goals into daily execution, ensuring your representatives are empowered to prioritize the interactions that matter most.

• Performance Coaching & Development: Drive excellence by coaching your team on Inside Sales concierge standards. You will conduct regular 1:1s, call observations, and "game-tape" reviews to sharpen their de-escalation and billing expertise.

• Operational Stewardship: Monitor AI-driven workflows and real-time dashboards to ensure your team is hitting proactive outreach targets (Onboarding, Bill Reviews, and Account Health Checks).

• Escalation Management: Serve as the senior point of contact for complex service issues. You will clear internal roadblocks, "quarterbacking" cross-departmental solutions when your team encounters systemic friction.

• Data-Driven Leadership: Analyze churn data and "inflection point" trends to identify training gaps or process improvements. You will turn data insights into actionable strategies to improve Sales KPIs, Net Promoter Score (NPS), and Customer Satisfaction (CSAT).

• Culture & Retention: Build a culture of accountability and a "Base Management" mindset. You will be responsible for the engagement, morale, and career development of your team members, helping them leverage Verizon's tuition and certification programs.

There are multiple openings for this role in Irving, TX. Please note that this is a hybrid role that will require 3 days on site in Irving.

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Business Sales success and experience.

• One or more years of management experience.

• Proven leadership ability and knowledge of the wireless industry.

• PC skills in Google Suite of Products.

• Familiarity with telesales/call center environment.

• Proven leadership ability and knowledge of the wireless industry.

• Experience in developing and coaching a high performance team.

• Written, verbal, interpersonal, and communication skills.

• Self-motivated and highly organized individual.

• Ability to work well independently and in a team environment.

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.

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.