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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 Sr. Lead Support Desk Associate is responsible for possessing an expert level of understanding of the company’s internal sales systems and processes while acting as the subject matter expert for all internal/external questions and escalations around these processes. The Sr. Lead Support Desk Associate supports the SSC and Sales Professionals by creating and/or participating in cross-functional project teams to solve complex problems related to Sales motions. The Sr. Lead will act as a mentor and provide training support for the SSC agents. This includes but is not limited to soft skills such as Customer Service skills or technical skills related to process and/or system functionality. This position will be engaged in team scheduling activity, internal process documentation, team training, and a source of input for the future direction of the team.

What We Look For in a Candidate

•Sales SME for projects such as product implementation, system enhancements, or general process improvement for items that would impact the way Sales works

•Creates and maintains a rotating schedule for SSC Agents’ phone and ticket activity

•Ensures employees have skills, knowledge, and tools to perform successfully – initiating training plans where necessary

•Identifies, communicates, and influences activities pertaining to processes and systems required to ensure defined objectives for Sales EX are aligned and achieved

•Maintains team documentation repository

•Monitors, measures, and evaluates team performance and productivity related to SSC managed trouble tickets

•Ensuring employees have skills, knowledge, and tools to perform successfully and providing on-going Agent coaching and feedback

•Develop and steer cross-departmental projects, stepping outside the normal role to influence and affect cross-functional changes

•Performs other duties as assigned

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

$68757 - $91675 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$72300 - $96500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$75994 - $101325 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$79613 - $106150 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and 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.

Requisition #: 334720

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 :

68757

Salary Max :

106150

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

09/22/2024