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Job Information

Lumen Supervisor Operational Support II - anywhere in the US in DENVER, Colorado

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Supervisor Operational Support supervises a team of forecasters, dispatchers, and/or data analysts that are responsible for managing appointments and building and managing a workload across multiple states that meets requirements for customer intervals, work priorities, and budgetary guidelines using a data-driven approach. The supervisor will perform analysis of load planning, quarterly duration adjustments, and feedback to direct the team on daily plans. The supervisor develops and streamlines workforce plans to align key processes with valid customer expectations and requirements, working with suppliers and customers to improve the quality of process inputs. Leads and supports forecasting/dispatch processes using technical knowledge, effective communication skills, management tools, and quality process interventions.

This position is typically Monday-Friday with some after hours and weekends as workload and/or system outages require. Centers are staffed 7 days a week so some weekend work and rotations to cover weekend work requirements will be required.

The Main Responsibilities

  • Leads and supports installation and repair processes using technical knowledge

  • Maintains effective communication skills, management tools, and quality process interventions.

What We Look For in a Candidate

  1. Minimum of 5 years of experience in Customer Service or related fields.2. Ability to act unilaterally, with some decision making required.3. Excellent interpersonal skills with strong oral, written communication skills, and analytical background.4. Above-average leadership skills to motivate and direct a team.5. PC computer skills-Windows applications.6. Understanding of Quality processes and ability to apply it to real-life situations.7. Experience with data analysis, visualization, and presentation. Preferred:

  2. Knowledge of host systems such as QField, Wfa, Click, and supporting systems.2. Technical knowledge of outside and inside plant operations.3. BS degree/Technical degree in Engineering, Telecom, Business, Education.4. Previous supervisory experience.5. Ability to work in a team environment.

What to Expect Next

Requisition #: 230036

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.