Job Description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Interested in leading a high-impact team that shapes how Spectrum responds to customer needs? As Communication Desk Manager, you will oversee daily operations, drive coordination during outages and service issues, and elevate communication across departments. Your leadership ensures seamless service and empowers staff to deliver exceptional results.How You’ll Make an ImpactSupervise and guide Communication Desk employees across multiple shifts and locationsCoach and develop staff to achieve goals and maximize performanceRecommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive LeadersDevelop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunitiesEstablish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issuesEvaluate and improve existing processes to enhance efficiency and effectivenessFoster high morale by providing regular feedback and opportunities for staff inputWorking ConditionsMust be available in an on-call capacity to support overnight issues approximately once a month from 6:00 PM to 6:00 AM.This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.What You’ll Bring to SpectrumRequired QualificationsEducationBachelor’s degree in business or related field or equivalent experienceExperience3+ years general management experience2+ years project management experienceSkillsAbility to complete critical operations management responsibilities in a real-time, fast-paced environmentAbility to make critical decisions quickly with limited information to minimize impact of outages to both Customers and Customer/Field Operations teamAbility to lead a team through triaging an active event, issuing clear direction to subordinates while simultaneously cooperatively liaising with partner groups and ensuring leadership awarenessExpertise or ability to develop expertise in Spectrum’s communication ecosystem including the following methodologies, systems or platforms: Intelligent Voice Response(IVR), Intelligent Virtual Assistant (IVA), Preferred Communications, Proactive Service Announcements (PSAs), Issue Resolution Integrated System, Biller Troubleshooting Trees, Whiteboard and Customer Experience Tracking platformsBroad or ability to develop broad knowledge of Hybrid Fiber-Coaxal (HFC) and Fiber to the Premises (FTTP) network topologyAbility to work well under pressure with minimal supervisionStrong communication skills with management, peers and staffExcellent problem-solving skillsExcellent analytical skills for extracting and correlating dataBroad knowledge of cable technologies, systems and processesAbility to quickly learn new information and adapt to evolving technologiesEffective coaching and mentoring skills to develop knowledge and analytical expertise in staffAbility to manage complex activities involving teams of at least 40 peoplePreferred QualificationsExperience 2+ years of operations management#LI-JV1 COP595 2026-84029 COP595 2026 Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

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