CenturyLink Supervisor Service Delivery in Bismarck, North Dakota

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

This is a mid-level Supervisor position responsible for managing approximately 10-20 Service Delivery Coordinators supporting the Business Group. The Supervisor coaches/manages the specific work processes performed by employees who handle Service Delivery – customer care, billing inquiry and dispute resolution. Ability to work with multiple teams and efforts: partnering with Sales and Support Teams, identify efficiencies with Tech Ops, streamline methods with Process and Product, and solve customer issues. This position is based in a Customer Care Center. The center hours are 8:00 AM to 7:00 PM CST Monday through Friday.

Job Description

  • Recruits, hires, and develops team; constantly builds team strength

  • Supervises team of Service Delivery Coordinators responsible for customer contact, order entry, sales team interface, billing care, account resolution and support of all facets of order/adjustment coordination and problem solving

  • Handles all aspects of performance management for the employee base including order quality, call quality, adjustment audits, call access in an ACD environment, monthly results, etc.

  • Conducts root-cause analysis, identifies continuous improvement methods, and implements process improvements within the team environment

  • Exercises judgment within defined procedures to determine appropriate employee and customer action

  • Manages team performance metrics, productivity, call stats, customer service, attendance, adherence to schedule, and quality

  • Works effectively in a fast paced environment and develops creative solutions to meet customer needs

  • Serves as point of contact for escalations for employees and customers

Qualifications

Minimum:

  • 4-5 years of experience

  • Customer service knowledge and experience

  • Strong communication (oral and written), leadership, conflict resolution, problem solving and interpersonal skills

  • Seeks to continually improve work methods and results individually and for the team

  • Able to work under pressure to meet goals and deadlines

  • Proficiency with Microsoft Office – Excel and Word

  • Positive, Can Do Attitude

Preferred:

  • Supervisory/coaching experience

  • Experience managing in a Union environment

  • System knowledge of Legacy Qwest systems

Alternate Location: US-North Dakota-Bismarck

Requisition # : 145325

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.