CenturyLink – Wake Forest, NC
CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high quality advanced fiber optic network and multiple data centers for businesses and consumers. The company also offers advanced entertainment services under the CenturyLink® Prism™ TV and DIRECTV brands. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America’s largest corporations. For more information, visit www.centurylink.com
Facilitates complex, diverse, and/or technical organizational process/quality improvement activities.
Identifies, analyzes, develops, and documents process improvements.
Identifies operational efficiency improvement and training opportunities.
Consults with senior level management on process management and improvement. Identifies and makes recommendations for business process improvements.
Create and execute organization plan for building a new team including force to load models, job description standardization, division of labor, and employee onboarding and development plans.
Identify force to load model, business case development, and training needs for Operations Centers supporting new products and features or realignment.
Provides strong support for the overall management of the reported business unit’s quality tools and techniques.
May be assisted by a team of less experienced process/quality analysts.
May have lead responsibility for assigned direct reports.
Serves as a liaison between various groups, particularly Information Technology groups and the Operations Centers, to develop support models in support of systems enhancements and new product introductions.
Routinely works with Technical and non-Technical staff, inter and intra-department personnel.
Responsible for identifying and documenting business requirements in support of new product introductions and/or systems enhancements. Also responsible for representing the business requirements throughout the IT Development cycle.
Develops and maintains procedures for providing customer support for CenturyLink’s products and services. Specifically, will have responsibility for the National Network products such as voice and data transport, IP services, and network management services.
Participates in related systems development efforts as needed to provide input and contribute to a comprehensive customer support strategy. Participation typically includes attending meetings and providing a contribution from the perspective of cross-departmental functions.
Other duties as identified by the Manager Project Management.
Undergraduate degree or equivalent experience in a related field
Written skills to include demonstrated ability to create and modify process documents, work instruction documents and other documents that are distributed to a wide audience
Ability to prepare and present executive level presentations in a variety of media including PowerPoint, Word and Excel
5+ years of experience in project management and leading complex projects to successful conclusions
Ability to organize and prioritize multiple tasks and meet deadlines
5+ years of experience in telecommunications recruiting/staffing policy, process and methodology
Proven ability to define organizational roles and responsibilities, align resources to roles, and identify needed resources statistically
Proven ability to work in a customer service oriented organization
Six Sigma process background
Ability to solve complex analytical challenges, independently analyze information, and make recommendations based on analysis
Familiarity with Agile projects
Proven collaborative skills in reaching a team approach to accomplishing work
Experience in project management and leading complex projects to a successful conclusion
Previous experience using Access, MS Project, Visio
No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
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