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Supv. Sales & Care - SMB

Company: CenturyLink
Location: Broomfield
Posted on: May 24, 2020

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) 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 worlds 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.
The Role
Supervisors at CenturyLink are front-line leaders who are responsible for the successful transformation of the CenturyLink customer service experience. As a Supervisor at CenturyLink you will be responsible for coaching a dynamic frontline team of agents to deliver a world-class experience to our valued customers. This exciting opportunity will allow you to bring forward innovation and creativity to develop and implement coaching and communication techniques that will motivate, develop and ensure our teams exceed sales and performance metrics on a monthly basis.The Main Responsibilities



  • Provides supervision and support to work functions assigned within the position's area of responsibility by leading a team that handles customer care issues and sells company's products and/or services via telephone using knowledge of the company's products/services/systems.
  • Manage to daily, monthly and yearly sales plans and results to key objectives for sales team.
  • Responsible for day-to-day sales activity management, funnel activity, account management, and customer focused sales efforts.
  • Coach representatives to transition from care to sales, qualify leads, identify decision makers, determine customer needs, explain product/service variations, overcome customer objections and close sales.
  • Ensures that adequate staffing is in place to handle the work function assigned to the position's area of responsibility.
  • Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position's supervision, as required in the Company's policy on performance evaluation.
  • Acts as the primary point of contact on customer issues that require escalation.
  • Assists in the selection and training of new employees within the Small Business Advanced Solutions Team.
  • Promotes good employee relations through effective communication and support of customer service and telecom policies.
  • Work cross functionality with variety of business leaders and other direct and indirect sales channels.
  • Overall financial tracking, revenue recognition as well as forecasting responsibilities for the team.
  • Other duties as assigned.
    What We Look For in a Candidate



    • Bachelor's degree or equivalent education and 2-3 yrs of experience.
    • Experience with performance management and coaching to behaviors.
    • Experience directing and monitoring the work of others.
    • Minimum 4 years customer service, call center, and/or collections or equivalent experience.
    • Strong customer service and retention focus.
    • Strong time management skills.
    • Excellent communications (oral and written), organizational, negotiation, persuasion, planning and time management skills.
    • Proficiency with MS Office (Word, Excel, PowerPoint, Teams).
    • Successful completion of Supervisor Assessment

      Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Colorado-Littleton

      Requisition #: 224072

      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.

Keywords: CenturyLink, Broomfield , Supv. Sales & Care - SMB, Sales , Broomfield, Colorado

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