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.
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.
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
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
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/
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.
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.