CenturyLink Manager Sales Support in Denver, Colorado

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

The Manager Sales Support I leads a team in the Local Government, Medium, and Small Business, Digital Sales Segment. This Leader will ensure a world class Digital customer service experience to customers on our website portals. It is important that the Leader demonstrate ability to motivate customer service representatives, lead through change and proactively identify solutions that address both technical and strategic issues.

Job Description

  • Increase productivity through chat

  • Manages to Sales and Service metrics

  • Quality Assurance review of chat transcripts

  • Review and optimize live interactions with team

  • Coach reps to optimize for customer experience and sales targets

  • Handles chats directly due to volume or escalations

  • Provides feedback to improve processes

  • Signs contracts and ensures sales integrity

  • Interfaces with other Sales departments and leadership regularly to avoid internal conflict

  • Approves all time cards, work-from-home and schedules to company standards

  • Ensures full staffing to handle volume.

  • Ability to manage team growth to handle increased Chat and Order volume

  • Hires, trains and on-boards new chat reps

  • Reads out on results during executive-level reviews.

  • Serves as Project Lead for Digital experience projects

Qualifications

Basic Qualifications:

  • Undergraduate degree or equivalent experience in a related field

  • 5 years experience managing customer service teams

Preferred Qualifications:

  • Telecommunications product and service knowledge

  • Management or Leadership degree from an accredited University

  • Significant experience working in a matrix environment where cross-functional teams are commonplace and success involves collaboration and coordination across many departments.

  • Experience in managing projects with end-to-end process and business impact.

  • Prior experience with LiveEngage and Salesforce.com

  • Proficiency with the Microsoft suite of applications: Project, PowerPoint, Excel and Word.

Education

Bachelors or Equivalent

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Colorado-Littleton

Requisition # : 185229

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.