Employee Services Center Lead
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
Curious about how your expertise in customer support can elevate team performance and drive operational excellence? As an Employee Services Center Lead at Spectrum, you will guide and support staff, streamline workflow, and enhance service quality to help us meet our organizational goals. Your leadership and attention to detail will ensure every client interaction is handled efficiently and accurately, making a lasting impact on employee satisfaction and business outcomes.
How You’ll Make an Impact
- Deliver first-level escalation support to Employee Services Center Representatives, resolving issues swiftly or escalating to supervisors as needed
- Respond to calls and communications from Human Resources staff and employees with exceptional customer service and professionalism
- Escalate complex issues promptly while remaining engaged in resolving them for an optimal end user experience
- Assist in training new hires and provide ongoing backup for functional HR tasks
- Perform quality assurance audits on People Central transactions, offboarding, record management and monthly reports
- Analyze customer feedback and present process improvement recommendations to leadership
- Update case management systems with accurate information and documentation for each interaction
- Prepare and review metrics to assess performance, job functions and tools within the Employee Services Center
- Enter data transactions into People Central and other HR systems with precision, maintaining data integrity and confidentiality
- Manage time effectively to ensure service levels are met for customer satisfaction
Working Conditions
- Office environment
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in Business Administration, Human Resources or related field preferred or equivalent combination of training, education and experience
Experience
- 5+ years of experience in Human Resources or Customer Service Call Center
Skills
- Ability to read, write, speak and understand English
- Flexible schedule adaptability for call center operations
- Strong problem-solving capabilities in high-volume environments
- Commitment to confidentiality
- Proficient in Microsoft Outlook, Excel and Word
- Advanced analytical and process skills with effective problem resolution
- Clear and effective verbal and written communication
- Functional knowledge of People Central
- Bilingual skills a plus
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: HQ452 Business Unit: Corporate-CCL
Zip Code: 28217
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.