CenturyLink Manager Retention Sales and Care II in Phoenix, Arizona

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

CenturyLink has an opening for a Manager Retention Sales II in our Phoenix contact center.

This is a full-time exempt position with a competitive base salary and bonus, comprehensive benefits package, and paid time off.

Job Description

  • Manage Retention contact center operations by providing both strategic and tactical direction, guiding the day-to-day management of employees and Supervisors.

  • Accountable for assigned metrics attainment for their designated contact center.

  • Accountable for day-to-day operational decisions, strategic employee decisions, and customer service impacts which include staffing models, budgeted overhead, call routing, and directing all policies.

  • Responsible for meeting/exceeding retention and sales unit (and sales effectiveness) goals for the center, as well as the motivation of the save and sales force to meet objectives in sales, service, and quality.

  • Directly supervises activities of Retention Supervisors and administrative team.

  • Timely preparation of sales, headcount, and performance reporting.

  • Administration of performance management process to assist team in meeting sales and performance metrics.


Minimum Qualifications:

  • Bachelor’s Degree or equivalent in education and experience.

  • 5-7 years related experience in customer service, contact center, collections, and/or retention.

  • Strong interpersonal skills to build relationships with local unions, as applicable.

  • Must possess experience in, and a strong knowledge and understanding of, the contact center environment and telecom industry.

Preferred Qualifications:

  • 2+ years previous manager level leadership experience

  • Contact center sales experience


Bachelors or Equivalent

Alternate Location: US-Arizona-Phoenix

Requisition # : 192612

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.