Supervisor-Inside Base Management

Verizon • Irving, TX

5d • Hybrid

About The Position

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. 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. What you’ll be doing… 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• Lead a team operating in a technically advanced ecosystem.
• Translate high-level business goals into daily execution, ensuring your representatives are empowered to prioritize the interactions that matter most.
• Drive excellence by coaching your team on Inside Sales concierge standards.
• Conduct regular 1:1s, call observations, and "game-tape" reviews to sharpen their de-escalation and billing expertise.
• Monitor AI-driven workflows and real-time dashboards to ensure your team is hitting proactive outreach targets (Onboarding, Bill Reviews, and Account Health Checks).
• Serve as the senior point of contact for complex service issues.
• Clear internal roadblocks, "quarterbacking" cross-departmental solutions when your team encounters systemic friction.
• Analyze churn data and "inflection point" trends to identify training gaps or process improvements.
• Turn data insights into actionable strategies to improve Sales KPIs, Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Build a culture of accountability and a "Base Management" mindset.
• Responsible for the engagement, morale, and career development of your team members, helping them leverage Verizon’s tuition and certification programs.

Benefits

• 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
• 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
• incentive based position with the potential to earn more
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees