This Telecom Account Services Supervisor role is a leadership position for the Regional Business Customer Care - Centralized Disconnect Group team whose principle role is assuring Verizon provides an optimal customer experience across the retail Enterprise and government customers for Telecom 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.