CenturyLink Contact Center Lead Project Manager in Littleton, 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.
At any given time, there are over 3,500 consumer contact center call center agents that span 20+ centers across acquisition, customer care, and retention lines of business. The CenturyLink Lead Project Manager works closely with business owners and cross functional team members to project manage key initiatives.
Develops, plans, and manages implementation of activities for highly complex projects/programs for consumer contact centers .
Responsible for developing business cases.
Analyzes project requests and creates work plans and schedules.
Accountable for timely project completion and delivery.
Responsible for resource requirements/allocation.
Develops methodologies, processes, and procedures.
Acts as project team leader.
Develops project progress and executive level status reports.
Completes all necessary project documentation in a timely manner.
Coordinates and facilitates project meetings. Develops and distributes timely meeting minutes, to include tracking and management of action items.
Assesses and manages risks, impacts, and potential alternatives.
Escalates as required to the appropriate level of management.
Sets program objectives and establishes clear measures.
Utilizes the change control process to track schedule changes.
Defines Key Performance Indicators (KPIs), training, process standards, policies, and procedures.
Bachelor’s degree or equivalent education and experience.
4+ years contact center project management experience.
Ability to work effectively in cross-functional teams such as Sales, Marketing, Finance, Product, Operations, and Support.
Ability to deal with remote client relations through phone, email, and online sources.
Ability to quickly understand technical aspects of products/services from a functional perspective. Also, able to articulate technical concepts to a less technical audience.
Strong program/project management skills.
Strong problem solving and analytical skills with ability to identify business needs and make solution recommendations.
Self-motivated, able to manage/prioritize multiple tasks, projects, and stakeholders in a time sensitive environment.
Proficient with common office applications.
Project Management certification
6+ years contact center experience
Six Sigma certification
Bachelors or Equivalent
Masters or Equivalent
Alternate Location: US-Colorado-Littleton
Requisition # : 187424
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.