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Coordinator
CenturyLink
Phoenix, AZ, 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
Coordinates various assigned project activities that may include gathering and reviewing a variety of data using company resources, compiling and formatting data to a finished product, and getting necessary approvals to meet required management timelines.
Reports to and partner closely with the Director and Center Manager to provide a cost effective and efficiently run call center. By providing back-up support, they ensure success in sales, service and employee experience. This partnership is critical to the ongoing accomplishments of the center.
Serves as a subject matter expert in a support area.
Possesses working knowledge of theory and practices within a recognized field and/or specialized knowledge and skills.
Performs a variety of duties involving different and unrelated steps and methods.
Works on assignments requiring judgment and initiative within pre-determined guidelines and subject to periodic review.
Works under minimal supervision.
Exchanges information requiring some interpretation and/or persuasion to ensure proper action.
Job Description
1. Policy and Communication Management and Implementation Support
◦ Provide communication and implementation of policy and procedural changes (outside of Methods and Procedures from staff) either through office memo’s or coordinating off-line discussions.
◦ Handle inquiries related to call center policy changes and communication
◦ Handle any escalated pay-impacting issues whether payroll or ORKO/compensation related. This includes communicating with employees as well as working with other business units to correct or finalize issues
1. Headcount and Budget Administration and Analysis Support
◦ Assists with hiring and monitors employee retention in support of meeting staffing requirements.
◦ Accountable for all reporting and analysis related to budget and staffing levels, specifically focused on analysis related to trending
◦ Accountable for headcount within Quality Assurance agent Site
◦ May provide tax log reporting for local and national incentives
◦ Audits Issued Sales Tracker and local incentives/National incentives
◦ Works with Director and Center manager on incentives and provides shopping and delivery of incentives
1. Scheduling and Productivity Administration and Analysis Support
◦ Responsible for report analysis related to productivity, such as: reporting on AHT, adherence, absenteeism, repeat calls, break/lunch tardies and conformance, collaborating with Director and Center Manager to ensure significant performance results
◦ Responsible for interfacing with RAS on agent schedules to ensure answer time requirements are being met.
1. HR Interface for Compensation and Employee Discipline Issues Support
◦ Helps Director and Center Manager audit/track corrective action, supervisor pats and dashboards, Greenhouse results, etc.
◦ Responsible for any escalations or inquiries related to employee compensation
◦ Collaborate with Director and Center Manager for employee disciplinary matters
◦ Manage all Agent Event Escalations to ensure disciplinary consistency throughout center. Serve as P.O.C. for supervisors for Agent handling
◦ Manage and provide detailed analysis that pertains to call routing issues
Qualifications
Minimum 3 years related experience in specific area or equivalent.
Education
Associates or Equivalent
Alternate Location: US-Arizona-Phoenix
Requisition #: 176850
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.