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CenturyLink Sr Manager Sales Operations in BROOMFIELD, Colorado

About CenturyLink

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.

Job Summary

The Senior Manager of Sales Operations is responsible for managing a team within the Sales Success Center responsible for supporting the North American Sales organization in resolving Sales, Sales Engineers and Sales Support questions and issues related to sales systems, applications, and processes. The manager is responsible for ensuring team members consistently meet stated SLAs for performance, manage escalations and monitor trends for systemic issues impacting Sales.

Job Description

  • Build a high performance team; hire and retain the right talent in the right roles.

  • Set goals, delegate work, help direct reports execute, develop and empower direct reports to make decisions and take action.

  • Frequent communication with sales reps and sales leaders is required. Also close partnership with support organizations is required to enable resolution of issues and escalations. Presentations and executive updates will be required periodically.

  • Demonstrate Company’s values, maintain a positive open demeanor, encourage different points of view, move team forward through change; provide timely information; communicate context for business decisions

  • Recognize accomplishments; foster teamwork and collaboration.

  • Oversee the scheduling and coordination of shift assignments for SSC team members. Ensure the tools and process support the scheduling needs of the team and sales organization.

  • Monitor reports required to ensure support or quote team is meeting agreed-upon SLAs. Make adjustments to scheduling, training and whatever is necessary to ensure SLAs are consistently met.

  • Act as the first line of escalation for sales issues or overdue requests. Coordinate amongst SSC team members and external personnel to get issues resolved in a timely manner or quotes completed.

  • Participate in ongoing improvements to processes and tools used by the SSC teams. Leverage partner organizations and third parties to enable the teams to operate at the highest level.

Qualifications

  • Bachelor’s degree or equivalent education and experience. Typically with 8+ years related experience.

  • Telecommunications, networking or comparable technical field

  • Demonstrated analytical, communication (oral and written), conflict resolution, multi-tasking, problem solving and time management skills.

  • Capable at analyzing reports to identify trends. Proficiency in Excel and PowerPoint are required.

  • Prior experience with performing in or managing a customer service function desirable.

  • Demonstrated customer service skills.

  • Project management skills

Preferred or Additional Qualifications:

  • 3+ years previous manager level leadership experience preferred.

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Alternate Location: US-Colorado-Broomfield; US-Colorado-Littleton; US-New York-Rochester

Requisition # : 213555

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.

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.

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