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.
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.
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
Undergraduate degree or equivalent experience in a related field
5 years experience managing customer service teams
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.
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/
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.