Provides direct supervision to a team of technicians working on planned or unplanned outages. Technicians frequently collaborate with customers, vendors, carriers, and other internal Lumen workgroups.

• Provides direct supervision to a team of technicians working on planned or unplanned outages. Technicians frequently collaborate with customers, vendors, carriers, and other internal Lumen workgroups. Responsible for providing superior service to our growing customer base.
• Responsible for scheduling day-to-day activities. Assigns tasks, checks work develops schedules, and may perform individual tasks related to the group.
• Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility. Assists in the selection and training of employees within the center.
• 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.
• Ensure that key performance indicators are defined and drive the right behaviors that improve employee and customer satisfaction.
• Acts as the primary point of contact on issues that require escalation. Manage escalations, provide updates to escalations, own and drive resolution within team our outside team. Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility.
• Assist in planning and implementing new procedures promptly, allowing employees the ability to carry out their responsibilities.
• Promotes good employee relations through effective communication and support of company, network, and department policies.
• Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports issues that can affect the overall performance of the team. Review and/or provide weekly and monthly reports to management on team metrics and performance.
• Administers company policies and monitors the daily results, costs, and methods of the workgroup.
• Ensures that all functions are performed in a timely fashion and meet corporate and departmental specifications.
• Be available for after-hour's escalations/engagement by employees, customers, or management (On Call rotation duties).
• Engaged and Accountable for business, direct reports performance through OPEX
• Drive technology transformation to provide a better customer experience and enable team members to be efficient.
• Other duties as assigned.

• Education: Associate degree or 3-5 years of relevant job experience managing in a customer service role
• Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of Lumen employees, customers, and partners.
• Self-development orientation, initiative, delegation, development of subordinates, and setting of work standards.
• Demonstrated high personal work standards.
• Cultivate a culture that empowers individual contributors that make the best decisions for the business and our customers.
• Foster constant learning and creativity to enhance employee and customer satisfaction.
• Must be able to develop and implement new processes and procedures that will increase productivity while lowering costs.