Manager, Communications Desk

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 Impact

• Supervise and guide Communication Desk employees across multiple shifts and locations
• Coach and develop staff to achieve goals and maximize performance
• Recommend and decide on escalations and outages, ensuring quality communication with Spectrum's Executive Leaders
• Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities
• Establish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issues
• Evaluate and improve existing processes to enhance efficiency and effectiveness
• Foster high morale by providing regular feedback and opportunities for staff input

Working Conditions

• Must 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 Spectrum

Required Qualifications

Education

• Bachelor's degree in business or related field or equivalent experience

Experience

• 3 years general management experience
• 2 years project management experience

Skills

• Ability to complete critical operations management responsibilities in a real-time, fast-paced environment
• Ability to make critical decisions quickly with limited information to minimize impact of outages to both Customers and Customer/Field Operations team
• Ability to lead a team through triaging an active event, issuing clear direction to subordinates while simultaneously cooperatively liaising with partner groups and ensuring leadership awareness
• Expertise 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 platforms
• Broad or ability to develop broad knowledge of Hybrid Fiber-Coaxal (HFC) and Fiber to the Premises (FTTP) network topology
• Ability to work well under pressure with minimal supervision
• Strong communication skills with management, peers and staff
• Excellent problem-solving skills
• Excellent analytical skills for extracting and correlating data
• Broad knowledge of cable technologies, systems and processes
• Ability to quickly learn new information and adapt to evolving technologies
• Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
• Ability to manage complex activities involving teams of at least 40 people

Preferred Qualifications

Experience

• 2 years of operations management