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Job Information

CenturyLink Mgr Customer Repair I in BROOMFIELD, Colorado

About CenturyLink

CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

Provides direct supervision of the technicians who make up the Enterprise Repair Electrical Team. The primary responsibility is the ownership of Customer-Facing Repair experience of the Products and Services that use the CenturyLink Transport and IP Network.

Our Technicians provide proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination and restoration of service-affecting or potentially-affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers and other internal CenturyLink workgroups. Typically, the interaction is during the time of a service outage.

Technicians also track trouble restoration activities, coordinate restoration efforts, notify stakeholders of the status of restoration activities, escalate issues that need additional support and document steps taken to resolve network outages. This position is responsible for providing Superior Service to our growing customer base.

This is an evening shift, second shift, Noon-8PM

Job Description

  • Responsible for scheduling day-to-day activities. Assigns tasks, checks work, develops schedules and may perform individual tasks related to group

  • Provides supervision for our evening teams in Des Moines IA, St. Paul MN and Wake Forest NC and support to work functions assigned within the position’s area of responsibility

  • The ability to Supervise employees in a Bargained For environment

  • Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility

  • Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation

  • Acts as the primary point of contact on issues that require escalation. Manage escalations, provide updates to escalations, own and drive resolution within team our outside team. Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility

  • Assist in planning and implementing new procedures promptly, allowing employees the ability to carry out their responsibilities

  • Assists in the selection and training of employees within the center

  • Promotes good employee relations through effective communication and support of Company, Network and department policies

  • Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports issues that can affect the overall performance of the team.

  • Review and/or provide weekly and monthly reports to management on team metrics and performance

  • Administers company policies and monitors the daily results, costs, and methods of the work group

  • Ensures that all functions are performed in a timely fashion and meet corporate and departmental specifications

  • Be available for after hour's escalations/engagement by employees, customers or management (On Call rotation duties).

  • Other duties as assigned.


Basic Qualifications:

  • Experience in a supervisory role with demonstrated success in managing a team of 10 or more employees. Coaching and leading the teams to meet/exceed set objectives and the needs of the business

  • Stationed in Des Moines IA and the ability to supervise our other technical evening team located in St. Paul MN and Wake Forest NC

  • Basic or better understanding of Transport and Internetworking technology

  • Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of CenturyLink employees, customers and partners

  • Self-development orientation, initiative, delegation, development of subordinates and setting of work standard

  • Knowledge of PC applications (Microsoft Office, Internet Explorer, Microsoft Outlook, SAP). Utilize Microsoft Word and Microsoft Outlook to document and communicate business information

  • Utilize Microsoft Excel to create spreadsheets, generate department performance reports, and analyze report data

  • Demonstrated high personal work standards

  • Must be able to develop and implement new processes and procedures that will increase productivity while lowering cost

  • Must possess strong planning, organizing, and implementing skills, along with conflict resolution and negotiation skills

  • Possess high integrity and ethical behavior and hold others to same standards

Preferred Qualifications:

  • Experienced supervision in an Operations environment

  • 5 plus years of supervisory experience in network operations or customer contact environment overseeing employees responsible for managing network support issues

  • Proven ability to work in a dynamic team environment with ever changing requirements and ability to adapt quickly to those changes

  • Associate degree in a related field or equivalent work experience. Typically, 5 years of relevant experience

  • Knowledge of various network applications including NTM-Remedy, Clarify, CenturyLink Control Center, and ACD call tracking systems such as Cisco Finesse


Bachelors or Equivalent

Alternate Location: US-Colorado-Broomfield

Requisition # : 217746

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.


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.