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Manager Order Management Support Desk
CenturyLink
Houston, TX, United States
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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.
Job Summary
The CenturyLink Manager, Order Management Support for the Service Delivery organization is responsible for the overall coordination of support for Service Delivery Order Entry and Customer Management teams within the 4 Business Units. The Manager will provide leadership in a variety of areas including, but not limited to: day to day team support and management, mentoring team members to drive professional development, fostering team growth, drive timely response and resolution to internal customer inquiries, escalation management, adherence to quality and compliancy and ensuring team compliance to HR policies. This person will manage 8 -10 direct reports.
Job Description
• Actively Manage day to day support and management of inbound tickets from internal teams.
• Act as a thought and process leader for the team
• Act as the Hierarchical escalation point for Order Management Support Desk and supported clients
• Follow and promote the use of CenturyLink global process standards
• Participate in cross functional teams to foster collaboration within and outside of Service Delivery operations, including the Business Unit leaders, North American Business Operations personnel and Customer Design and Implementation and IT.
• Drive process improvement based on trending issues from inquiries received
• Partner with IT on HDT issues and make recommendations on necessary enhancements
• Deliver appropriate support coverage by maintaining staff schedule
• Adapt to a continually changing work environment while influencing team members to adopt and define a shared vision
• Manage quality and compliancy within the Order Entry and Customer management teams.
• Perform 1:1 meetings with team members and hold staff team meetings
• Monitor and maintain Order Management Support Desk SLAs
• Drive inquiry resolutions as an escalation point for members of the team
• Manage onboarding process and training development for Order Management Support Desk Staff.
• Creative problem-solving to drive resolutions to reported issues
• Provide and obtain timely updates to/from relevant parties (internal and external)
• Partner with the IT team to reduce re-occurring incidents
• Identify opportunities for process improvement and training within the Order Entry and Customer management team.
• Recommend quality and compliancy improvements.
• Other duties as assigned
Qualifications
• Bachelor’s degree or equivalent education and experience. Typically, with 5-7 years related experience and 2+ years previous manager level leadership experience preferred.
• Experience in a Help Desk, Call Center or support environment with familiarity with que and ticket management, operating systems and CRMs such as Oracle and Siebel, process and training, quality assurance.
• Strong analytical and problem-solving skills, critical thinking and effective communication skills.
Alternate Location: US-Texas-Houston
Requisition #: 175609
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
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.