CenturyLink Supervisor Region Operations in Portland, Oregon
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.
Overview: This position includes dedicated customer duties and responsibilities for Customer Premise Equipment (CPE) operations.This position will manage the work of the CPE team that includes servicing and installing a wide range of voice, video, VoIP and data products. Equipment vendors include Cisco/Meraki, Avaya/Nortel, ShoreTel, Juniper and Adtran.
Coordinate the daily operations of CPE team consisting of Customer Service Specialist and Customer Premise Equipment Technicians. Technicians are located across multiple states. Responsible for leading the Team to meet and exceed attendance and performance standards.·
Directly supervise the Technicians who implement complex Network/Telecom/IT solutions based on Customer business needs, including the installation and integration of IP PBX's systems, classic routers and switches, network security solutions and classic PBX's.
Oversee the testing, turn up, repair and maintenance of equipment. Assist in driving jobs to closure and removing roadblocks for the Technicians
Advocate training, coaching and development of employees with regards to new processes and quality standards, customer contact, safety, expense control and technical skills.
Celebrate successes, appropriately use rewards and recognition. Motivate team for continuous improvement and achievement of maximum performance.
Own and grow the business by working with Sales and Operations to expand on customer base and projects.
Coordinate services between Sales, Account Teams, Supply Chain, Service Delivery and Product to serve customer CPE installations.
Maintain contact with Tier II and Tier III support, and Product managers to ensure customer issues and escalations are resolved.
Represent CenturyLink in meetings with Customers, and advocate for our products and services. Serve as Operation's point of contact for key deliverables and major projects.
Collaborate with the Union to achieve a win-win working relationship.
Communicate and model the CenturyLink vision and culture.
Previous supervisory experience managing Occupational employees and Field Technicians within a telecom technical environment is required.
Strong skills and experience in employee development to include training, coaching and mentoring in a union environment is required.
Ability to manage crew work schedule and force to load (available hours to relative job hours).
Proven ability to work in a dynamic team environment with ever changing requirements and quickly adapt to those changes.
Previous experience in a multi-tasking, result oriented position with a focus on deadlines.
Ability to engage customers directly to advocate for and increase business opportunities.
Ability to work in a consultative manner with Sales Professionals, Account Mangers, Project Managers and customers.
Familiarity with voice and data technology is highly preferred. This includes, but not limited to: Cisco routers/switches, Cisco Call Managers, Unity Voice Mail, Cisco Business Edition, Avaya/Nortel, ShoreTel, Juniper, AVST, and Adtran.
Computer skills are required including Outlook, MS Office.
Bachelors degree or equivalent education and experience. Typically with 5-7 years related experience and 1+ year previous supervisory / leadership experience preferred.
Position will require candidate to have flexibility and must be available to work various hours, including holidays and on-call rotation.
Must perform work with minimal supervision.
Must be able to prioritize multiple projects and perform under pressure.
Must negotiate timeframes for completion and meet critical deadlines.
Must be willing and able to work with other coworkers to complete job assignments.
Candidates selected for an interview should be prepared to answer questions and provide examples to demonstrate the following necessary characteristics: strong verbal and written communication skills, ability to motivate others, aptitude for comprehension of technical data, customer focused behavior, conflict resolution/negotiation skills, strong analytical skills and computer skills.
Alternate Location: US-Oregon-Portland
Requisition # : 140835
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.