About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Supervisor position will lead a team of associates in providing excellence in customer service and a great

customer experience. You will assist your team in working with new and existing Lumen customers on resolving

issues regarding their internet service. Lumen has an extensive training program to help achieve success. This is

a full-time staff position (not contract) with outstanding benefits.

The Main Responsibilities

• Lead, coach and motivate team of employees to consistently meet and/or exceed daily, weekly and monthly

• call center objectives.

• Clearly communicate call center and company expectations

• Evaluate individual and team performance and provide meaningful feedback

• Conduct regular team meetings to enhance teamwork and communicate process and procedure updates

• Plan, execute and finalize assigned projects

• Successfully manage competing priorities

• Perform Quality Assurance Observations for team members and provide feedback

• Ability to create a culture of empathetic, patient, knowledgeable, efficient, and gracious employees who

• serve our customers and exceed expectations

• Utilize Microsoft Word and Microsoft Outlook to document and communicate business information to

• internal and external customers.

• Utilize Microsoft Excel to create spreadsheets, generate department performance reports, and analyze

• report data.

What We Look For in a Candidate

• Bachelors Degree in Business or a related field and/or 5 years related work experience managingemployees

• Experience leading teams of employees

• Recent experience in coaching and leading employees to meet the needs of our customers

• Verbal and written communication skills, self development orientation, initiative, delegation, development ofsubordinates and setting of work standard

• Knowledge of various computer systems

• Ability to read and interpret service orders and repair requests

• Ability to motivate others, use good teamwork skills, including development of inter-departmentalrelationships and the ability to make complex decisions

• Demonstrates high personal work standards

• Customer service experience working with internal and external customers

• Excellent interpersonal, written, typing and oral communication skills

• Ability to motivate others, use good teamwork skills; including development of inter-departmentalrelationships

• Ability to make complex decisions

• Strong customer service skills working with both internal and external customers

• Ability to quickly learn and navigate through multiple systems

• Strong work ethic and self starter, able to work effectively in a fast paced call center environment

• Strong knowledge of PC hardware/software and familiarity with data products and services

• Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc)

• Ability to analyze and reconcile data of a complex nature from multiple sources

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$63,980 - $85,300 in these states: AR ID KY LA ME MS NE SC SD

$67,340 - $89,780 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY

$70,710 - $94,270 in these states: CO HI MI MN NC NH NV OR RI

$74,070 - $98,760 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of yours application date.

Requisition #: 334938

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

63980

Salary Max :

98760

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

09/23/2024