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Technical Support Supervisor

CenturyLink, Inc Omaha, NE
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Job Description

CenturyLink (NYSE: CTL) 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 for more information.

Do you have outstanding customer service skills, supervisor or management experience, and like working with computers and problem solving? Then CenturyLink wants to talk.

The Supervisor position will lead a team of associates in providing excellence in customer service and a great customer experience. You will assist your team in working with new and existing CenturyLink customers on resolving issues regarding their internet service. CenturyLink has an extensive training program to help achieve success. This is a full-time staff position (not contract) with outstanding benefits.

 

Responsibilities

  • Lead, coach and motivate team of employees to consistently meet and/or exceed daily, weekly and monthly call center objectives.
  • Clearly communicate call center and company expectations
  • Evaluate individual and team performance and provide meaningful feedback
  • Conduct regular team meetings to enhance teamwork and communicate process and procedure updates
  • Plan, execute and finalize assigned projects
  • Successfully manage competing priorities
  • Perform Quality Assurance Observations for team members and provide feedback
  • Ability to create a culture of empathetic, patient, knowledgeable, efficient, and gracious employees who serve our customers and exceed expectations

 

Specific Knowledge, Ability, and Skills

  • Excellent interpersonal, written, typing and oral communication skills
  • Ability to motivate others, use good teamwork skills; including development of inter-departmental relationships
  • Ability to make complex decisions.
  • Strong customer service skills working with both internal and external customers.
  • Ability to quickly learn and navigate through multiple systems
  • Strong work ethic and self starter, able to work effectively in a fast paced call center environment
  • Strong knowledge of PC hardware/software and familiarity with data products and services
  • Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc)
  • Ability to analyze and reconcile data of a complex nature from multiple sources.
  • Bachelors Degree in Business or a related field and/or 5 years related work experience managing employees

 

Requirements

  • Experience leading teams of employees.
  • Recent experience in coaching and leading employees to meet the needs of our customers.
  • Verbal and written communication skills, self development orientation, initiative, delegation, development of subordinates and setting of work standard
  • Knowledge of various computer systems.
  • Ability to read and interpret service orders and repair requests.
  • Ability to motivate others, use good teamwork skills, including development of inter-departmental relationships and the ability to make complex decisions.
  • Demonstrates high personal work standards.
  • Utilize Microsoft Word and Microsoft Outlook to document and communicate business information to internal and external customers.
  • Utilize Microsoft Excel to create spreadsheets, generate department performance reports, and analyze report data.
  • Customer service experience working with internal and external customers.
  • Multi-tasking experience in a fast-paced environment; completing work tasks with speed and accuracy.
  • Ability to analyze and reconcile data of a complex nature from multiple sources.
  • Bachelors Degree in Business or a related field and/or 5 years related work experience managing in the telecommunications industry

141611, Contact Center, Call Center

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Alternate Location: US-Nebraska-Omaha

Requisition #: 141611

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, œprotected statuses).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

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.


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Technical Support, Telecom, Manager, Telecommunications, Consulting, Technology, Management

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