Supervisor I - Offline Support

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband,voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network.

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 performance metrics on a monthly basis.

- Provides supervision and support to work functions assigned within the position’s area of responsibility. - 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. - Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility by the Collections Manager. - Assist Corporate and Region Customer Service Staff in planning and implementing new procedures promptly, allowing Customer Service employees the ability to carry out their responsibilities. - Assists in the selection and training of new employees within the Customer Service Center. - Promotes good employee relations through effective communication and support of Customer Service and Telecom policies. - Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports to the Collections Manager issues that can affect the overall performance of the Customer Service Center. - Other duties as assigned.

**Minimum Qualifications:** - Minimum 2 years customer service, call center, and/or collections or equivalent experience. - Experience directing and monitoring the work of others. - Effective oral and written communications skills. **Preferred Qualifications:** - Associate’s Degree in Business or a related field or the equivalent in training and experience. - Experience supervising and training subordinates. - Formal training or the successful completion of company sponsored courses related to: - Employee Supervision - Sales/Revenue Generation - Credit/Collections - Workforce Management - Customer Relations - Working knowledge of terminal applications used within the Customer Service Center (both mainframe and personal computer). - Telecommunications experience