CenturyLink Manager Wholesale Billing Customer Care in Pittsburgh, Pennsylvania

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

Manages day to day collections and dispute resolution activities for all Wholesale legacy entities. Leads team by conveying the strategic goals of the Company. Ensures that each individual analyst provides a positive customer experience by ensuring disputes are resolved and billed revenue collected timely. Manages a large team of employees (both occupational and management) directly or remotely as needed. Identify and develop plans to drive efficiencies, risk mitigation, cost reduction and then executes and monitor these plans. Ensure CWA contract is followed and promptly addressing grievances or just cause issues to resolution. Establish and maintain a positive relationship with the union, employees and customers. Remove roadblocks and gain efficiencies. Ultimately ensure billed revenue is collected.

Job Description

  • Responsible to lead team to develop and execute strategic plans to collect revenue after evaluating monthly results, resources, and workload.

  • Ensuring that the strategic goals of the Company are communicated with team so that resources can be aligned to achieve those goals.

  • Develop the skillsets, both hard and soft skills, of direct reports and employees through coaching and mentoring.

  • Creating an environment of personal growth. Helping employees understand growth comes from mistakes and to move forward improved. Minimizing the fear of failure and lack of action

  • Promote good employee relationships through communications by being aware of changes, implementing changes and communicating to employees to assist in buy in of changes. Weekly collaborative meetings. Monthly performance feedback and midyear and end of year performance plans. Recognizing successes.

  • Collaborate with my team, peers, and other organizations to identify resolution to root causes to minimize reoccurring issues. Consistently look for efficiencies and improvements.

  • Ensure everyone incorporates some fun while achieving our goals and being successful

  • Review daily reports and taking actions as required

  • Ensure that all employees have opportunities for learning and attending training classes

  • Remove roadblocks to help employees get their work done.

  • Monitors, evaluates and drives necessary corrective actions for behavior changes and success

  • Provides support on escalated issues. Ensure that are key stakeholders receive timely updates and communicate resolution to customer and provide closure to their issue.

  • Partners with billing operations, process and finance for process improvements

  • Drive success in meeting Financial Targets – Cash collection, Bad Debt, Dispute cycle time and resolution, expenses.

  • If appropriate, partner with CWA union and Labor relations. Ensuring contract is followed, driving consistencies, and mitigating risks on work load and employee issues.

  • Establish employee schedules, clearly communicate expectations around policies, and monitor employee time. Employees will work directly with the manager on any exceptions.


  • Bachelor’s degree preferred

  • 5 + years of related experience

  • Prior collections & disputes experience


Bachelors or Equivalent

Alternate Location: US-Pennsylvania-Pittsburgh

Requisition # : 189033

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.