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.
CenturyLink has an opening for a Manager Center Sales and Care in Boise, ID.
This is a full-time exempt position with a competitive base salary and bonus, comprehensive benefits package, and paid time off.
- Manage Inbound Sales and Care call 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 call 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 sales unit (and sales effectiveness) goals for the center, as well as the motivation of the sales force to meet objectives in sales, service, and quality.
- Directly supervises activities of Sales and Care 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.
- 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 a strong knowledge and understanding of the contact center environment and telecom industry.
- Successful completion of the Manager Assessment
- 2+ years previous manager level leadership experience
- Contact center sales experience
Bachelors or Equivalent
Alternate Location: US-Idaho-Boise
Requisition #: 209204