Job Description
Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.
At Spectrum, we keep our customers connected across a 41-state footprint. Working with departments across Customer Operations, our Operational Readiness team supports change management for all activities that contribute to the acquisition, satisfaction, and retention of customers. By coordinating the execution of improvements, our Operational Readiness team plays a vital role in delivering the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As an Operational Readiness Manager, you'll provide direct support to process improvement and standardization initiatives within Spectrum Business Customer Operations. You will work with business users to understand requirements and expectations, facilitate the interactions among different functional groups within the organization, and make recommendations for business and process improvements.
WHAT OUR OPERATIONAL READINESS MANAGERS ANALYSTS ENJOYS MOST
- Managing call answering/quality metrics for the Customer Support Rep group. Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.
- Maintaining open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.
- Planning and implementing process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.
- Ensuring all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
- Developing standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.
On any given day you'll be managing a team, evaluating operational deployment needs including training, reporting, and monitoring of the customer and customer service representative (CSR) experience throughout deployment. You'll excel in this role if you work well in a dynamic office environment and are able to self-train and pick up new skills quickly.
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications
- Experience: Call center/customer care operations management experience: 5 years; Training supervisors in a call center environment; Overseeing inbound calls in a highly dynamic and fast-paced call center environment
- Education: Bachelor's degree in Business or related field/equivalent experience
- Skills: Effective interpersonal skills with emphasis on verbal/written communication; Effective presentation skills with small- to medium-sized groups
- Abilities: Demonstrated leadership abilities; In-depth analytical ability; Effectively document and implement procedural change
- Knowledge: Cable television operations, processes and billing systems
- Hybrid Schedule: Four in-office days weekly
Preferred Qualifications
- Experience: Telecommunications industry; Management or leadership
- Abilities: Develop and execute performance improvements based on call handling observations
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
- Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
Apply now, connect a friend to this opportunity or sign up for job alerts!
COP575 2025-60288 2025
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 is known by our Spectrum products and services, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and 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.
Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.
At Spectrum, we keep our customers connected across a 41-state footprint. Working with departments across Customer Operations, our Operational Readiness team supports change management for all activities that contribute to the acquisition, satisfaction, and retention of customers. By coordinating the execution of improvements, our Operational Readiness team plays a vital role in delivering the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As an Operational Readiness Manager, you'll provide direct support to process improvement and standardization initiatives within Spectrum Business Customer Operations. You will work with business users to understand requirements and expectations, facilitate the interactions among different functional groups within the organization, and make recommendations for business and process improvements.
WHAT OUR OPERATIONAL READINESS MANAGERS ANALYSTS ENJOYS MOST
- Managing call answering/quality metrics for the Customer Support Rep group. Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.
- Maintaining open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.
- Planning and implementing process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.
- Ensuring all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
- Developing standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.
On any given day you'll be managing a team, evaluating operational deployment needs including training, reporting, and monitoring of the customer and customer service representative (CSR) experience throughout deployment. You'll excel in this role if you work well in a dynamic office environment and are able to self-train and pick up new skills quickly.
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications
- Experience: Call center/customer care operations management experience: 5 years; Training supervisors in a call center environment; Overseeing inbound calls in a highly dynamic and fast-paced call center environment
- Education: Bachelor's degree in Business or related field/equivalent experience
- Skills: Effective interpersonal skills with emphasis on verbal/written communication; Effective presentation skills with small- to medium-sized groups
- Abilities: Demonstrated leadership abilities; In-depth analytical ability; Effectively document and implement procedural change
- Knowledge: Cable television operations, processes and billing systems
- Hybrid Schedule: Four in-office days weekly
Preferred Qualifications
- Experience: Telecommunications industry; Management or leadership
- Abilities: Develop and execute performance improvements based on call handling observations
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
- Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
Apply now, connect a friend to this opportunity or sign up for job alerts!
COP575 2025-60288 2025
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 is known by our Spectrum products and services, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and 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.
About Spectrum
Charter Communications, Inc. (NASDAQ: CHTR) is a leading broadband connectivity company and cable operator with services available to more than 57 million homes and businesses in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice.
For small and medium-sized companies, Spectrum Business® delivers the same suite of broadband products and services coupled with special features and applications to enhance productivity, while for larger businesses and government entities, Spectrum Enterprise provides highly customized, fiber-based solutions. Spectrum Reach® delivers tailored advertising and production for the modern media landscape. The company also distributes award-winning news coverage, sports and high-quality original programming to its customers through Spectrum Networks. More information about Charter can be found at corporate.charter.com. To view our privacy policy, please visit: https://www.spectrum.com/policies/your-privacy-rights
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