Call Center Supervisor

CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast.  Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers.  CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world.  CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

CenturyLink is a technology-driven company with an extensive worldwide fiber network and more than 55 data centers around the globe. We are currently seeking a full time, salaried management position that will supervise our residential internet help desk for our Des Moines, IA location. If you thrive on consistently overcoming obstacles and achieving goals, we are interested in talking with you.

Supervisor Technical Support:

•Lead, coach and motivate team of union employees (18-25) 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

Job 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.

Specific Knowledge, Ability, and Skills

•Bachelors Degree in Business or a related field and/or 5 years related work experience managing employees

•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.

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.