CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
This position will be engaged with managing and leading a team of Customer Care Managers whose focus is the management of customer expectations and the overall customer experience regarding the company's performance for all products and services. Customer accounts typically have a small to large revenue scope or have moderate to high complexity product needs. Provides day-to-day technical and operational direction to Customer Care Managers to ensure that the highest level of service is being provided to customers. Creates and fosters an environment whereby Customer Care Managers have a clear understanding of goals and objectives, processes and procedures, and cross-organizational expectations. Responsible for understanding the company’s overall business strategy, Sales hierarchy and objectives, and internal systems, processes, procedures (as related to the Customer Care organization), and for fully understanding how the Customer Care organization directly impacts the customer
Responsible for overseeing the overall customer experience within the assigned market, channel, and/or geographic territory.
Customer experience includes, but is not limited to, service order accuracy, on-time product delivery, billing accuracy and timely dispute resolution, service management, and the overall customer service experience.
Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and takes action. Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval, Customer Interval, Customer Care (CCM) Jeopardy's and timely bill inquiry and dispute resolution.
Manages a consistent level of performance for all products and services and may create and deliver operational reviews and scorecards to senior management (internal and external). Defines targets, metrics and measures of quality for each service, and reports company performance in each category each week, month and quarter. Report types and frequency may differ within the company from the data reported to the customer.
Effectively manages backlog as it pertains to the number of in-flight orders. Backlog management includes accurate and timely revenue/unit forecasting, as well as escalating with stakeholder organizations, as deemed appropriate, in order to ensure deliverables, remain on track and within budget.
Ensures that the customer experience is at or above pre-established expectations based on direct customer feedback (such as Customer Satisfaction Survey results, Acceptable Churn, etc).
Bachelor's Degree or 5 plus years of relevant job experience along with 2 plus years in manager level leadership.
Pro-actively seeks new opportunities to increase operational efficiency.
Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level.
Possess strong organizational, time management and analytical skills.
Ability to analyze and manage financial data and capital and expense budgets.
Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions.
Must enjoy working in a fast-pace, results driven organization.
Must be able to prepare presentations and clearly articulate the position being taken in the presentations.
Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role.
Demonstrated ability to develop and execute short- and long-term objectives in a team environment
Alternate Location: US-New York-New York; US-New York-Rochester; US-Ohio-Dublin; US-Pennsylvania-Norristown
Requisition # : 215559
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/
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.