CenturyLink LEAD TECHNICAL PROJECT MANAGER in Monroe, Louisiana

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

This position leads in the team effort to manage and document all operational aspects of a technical support center that utilizes call, chat, and back-office support tools to interface with an internal and external customer base. In addition, this position would lead in the management and documentation for projects that are medium to large in scale, highly technical, complex, and are strategic or tactical.

Job Description

  • Provide standardized and ad hoc analysis for center productivity trends (e.g., key performance indicators such as quality and customer service levels)

  • Provide forecast analysis for center workforce and load (i.e., staffing, volumes, and capacity planning)

  • Provide standardized and ad hoc cost/benefit analysis

  • Identify and champion process improvement opportunities

  • Provides technical direction to projects from design to start-up.

  • Lead to ensure that the project is on schedule, is high quality, is within budget, and meets the measures of success (MOS) and the high-level achievements (HLA).

  • Oversee and mitigate risks across technical functional lanes to ensure that project meets agreed upon MOS and HLAs.

  • Lead and maintain client/stakeholder partnership to ensure overall satisfaction.

  • Responsible for resource requirements/allocation.

  • Develops methodologies, procedures, and systems to produce financial reporting.

  • Acts as project team leader.

  • Develops project progress and status reports.

  • Maintain knowledge in several of the following: mainframe development, midrange development, builds software development lifecycle management, software testing methodology, production deployment, technical architecture development, and requirements management.



  • Bachelor’s degree or equivalent education and related experience

  • 8+ years related experience

  • Experience supporting operations and performing complex mathematical calculations

  • Advanced data analysis skills to include managing vast amounts of data

  • Advanced knowledge of Microsoft Excel

  • Advanced knowledge of Microsoft PowerPoint and creating executive-level briefings

  • Functional knowledge of database utilities (Oracle, SQL)

  • Strong analytical skills and the ability to drive change and manage long-term projects

  • Excellent oral and written communication skills, as well as outstanding interpersonal skills

  • Fluent in English


  • Master’s degree

  • 6+ years related experience

  • Advanced working knowledge of contact center concepts, practices, and procedures.


Bachelors or Equivalent

Masters or Equivalent

Alternate Location: US-Louisiana-Monroe; US-North Carolina-Fayetteville; US-Washington-Seattle; US-Wisconsin-La Crosse

Requisition # : 205608

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.