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Company: CenturyLink
Location: Norcross
Posted on: May 24, 2020

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the worlds best networking company by solving customers increased demand for reliable and secure connections. The company also serves as its customers trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The Role
Provides direction, monitors workload and manages performance target achievement for a team of 15-20 non-represented employees and Individual Contributors through daily communication, problem solving, and proactive monitoring of team performance. Responsible for customer follow up, facilitates difficult calls, ensures internal reporting and performance metrics, provides status appropriately using internal systems, and demonstrates expertise with all Service Assurance processes and procedures for creating and managing service-related trouble tickets on product line. A Manager is responsible for leading leaders of people with a focus representing approximately 40% strategic, 30% tactical and 30% operations.

Lead the Public Safety Services (PSS) Next Generation 911 (NG911) team within the Service Assurance organization. Provide management support for all CenturyLink NG911 solutions in a 24/7 environment including network monitoring, customer support, vendor management, and regulatory reporting.

Work Environment:

  • Schedule may vary to support 24/7 work center, typical schedule days Monday - Friday.
  • Will be required to rotate after hours on call to support the PSS organization.
  • Must perform work with minimal supervision.
  • Must be able to prioritize multiple projects and perform under pressure.
  • Must be willing and able to work with other coworkers to complete job assignments.

    The Main Responsibilities

    • Supervises, educates, motivates and coaches both management and non-represented employees who are responsible for providing NG911 network and customer support. Provides immediate coaching and supervision. Typically, 15-20 direct reports.
    • Demonstrated ability to diagnose performance issues, set goals, establish measurements, and confront deficiencies. Strong focus on the customer.
    • Responsible for all center or functional group operations, including activities and performance.
    • Establishes and assures adherence to budgets, schedules, work plans and objectives/goals. Responsible for all personnel training requirements.
    • Management of day-to-day operations for production platforms supporting internal and external customers
    • Professional Development of employees by focusing on individual needs, training requirements, and skill level
    • Project Management of internal and external team projects
    • Management of interactions with vendors and suppliers
    • Ensuring customer focus with user communities, both internal and external
    • Interaction with leadership within the company to ensure open communication and relationships
    • Ensure that all regulatory requirements and applicable critical Industry certifications are met
    • May intercede on calls with difficult customers and/or calls requiring in depth knowledge of the organization's products/services.
    • Responsible for defining and driving comprehensive strategy and implementation plans regarding IT and Vendor Systems and their interactions with the NOC Infrastructure support tools and processes.
    • Effectively communicates changes to team and continually strives to improve employee engagement.
    • Responds to inquires; investigates and resolves problems; and interfaces with key customers and internal stakeholders.
    • Work cross-functionally to solve problems.
    • Coordinates, evaluates work activities to achieve expected operational objectives and conduct performance management of employees.
    • Actively supports, participates and contributes toward the achievement of targeted customer, team and individual objectives.
    • Diagnoses individual and team performance issues; communicates, coaches and manages improvement to attain targeted results.
    • Celebrates successes utilizing appropriate reward and recognition.
    • Motivates team to continual improvement and achievement of maximum performance.
    • Identifies opportunities for synergies and implements.
    • Communicates and models the CenturyLink Unifying Principles.
      What We Look For in a Candidate
      Candidates selected for an interview should be prepared to answer questions and provide examples of the following: Strong customer focus; logical behavior; high integrity; ability to see the big picture and balance long and short term goals; willingly assumes responsibility and ownership; ability to work with other people, team demonstrated commitment to diversity; and continuous learning management of conflict resolution.

      • Ability to act with a sense of urgency and consistently demonstrate leadership and a high level of engagement with supervisors and team members.
      • Awareness of and ability to appropriately communicate and manage escalations relative to core network jeopardy situations, outages, and impacts to customer service.
      • Effectiveness in providing feedback in a timely manner, and must possess strong communication, coaching, mentoring, and performance management skills.
      • Ability to track and analyze results, including network operations, productivity, and financial performance
      • Ability to articulate issues that arise from core network implementation, design, repair, surveillance, and performance management to the appropriate groups to secure resolution. This includes internal organizations, vendors/suppliers, Public Policy / Regulatory and Executive Leadership.
      • Ability to communicate courteously and professionally with customers, outside contacts including vendors and other employees, including various levels of staff and management.
      • Ability to handle situations involving conflict while promoting a positive company image.
      • Strong people management skills including appraising performance, coaching, conflict management, employee development, communication and negotiation skills.
      • Strong communication skills - oral, written, and presentation skills required. Ability to communicate effectively with personnel within direct sphere of influence.
      • Goal and detail oriented.
      • Ability to perform under emergency conditions manages competing tasks simultaneously, possibly with frequent interruptions.
      • Self-motivated and able to work with minimal supervision.
      • Strong analytical and organizational skills.
      • Ability to travel
      • Ability to work weekends and nights when necessary.
      • Skilled in the use of operating personal computers utilizing Microsoft Word, Excel, Power Point, and Outlook programs.
      • Ability to read and follow technical instructions.
      • Proven Quality Leadership experience
      • Understanding of CenturyLink's 911 regulatory environment
      • Ability to lead, motivate, and influence others to exceed set objectives.
      • Qualifications


        • Bachelor's degree in Telecommunications, Engineering, a related field or the equivalent in training and experience.
        • 6-8 years of work experience with communications networks or the equivalent in training and experience.
        • Three years management experience, with proven leadership abilities.


          • 2+ years of technical experience with IP, network routing, and/or switching
          • 2+ years of technical experience with SD-WAN
          • CCENT, Network+, CCNA, CCDA, or equivalent level certification
          • 3+ years of management experience in a technical role supporting IP, SD-WAN, or other NG911 related technologies

            Alternate Location: US-Georgia-Norcross

            Requisition #: 223679

            This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

            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.


            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.

Keywords: CenturyLink, Atlanta , Mgr NOC, Other , Norcross, Georgia

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