Director, Residential Customer Solutions (Bilingual Spanish)
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.
Seeking a strategic leader who thrives in high-volume call center environments and excels at driving customer loyalty? At Spectrum, you’ll guide our Retention Call Center, shaping every aspect of the customer journey and leading operational excellence across multiple teams. Your expertise will fuel customer satisfaction and long-term growth, making a meaningful impact on both our business and the communities we serve.
How You’ll Make an Impact
- Lead and direct retention, quality, workforce management, IT, training delivery, human resources and operational functions for the Retention Call Center
- Develop and implement innovative retention strategies and best practices to strengthen customer relationships and protect revenue
- Execute Spectrum’s retention playbook to maximize product retention and ensure an optimal customer experience across all lines of business
- Drive achievement of key performance indicators including service level, quality, revenue, productivity, reliability and attrition objectives
- Manage departmental expenditures, oversee the budget process and ensure fiscal responsibility within budget guidelines
- Oversee hiring, staffing and evaluation processes to build a talented and effective team aligned with workforce capacity and schedule needs
- Ensure impactful training delivery for front-line employees and foster a culture of accountability and continuous improvement through mentoring and coaching
Working Conditions
- Office-based environment
- Travel required between centers and Spectrum offices
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field or equivalent
Experience
- 10+ years of business experience
- 7+ years of call center leadership or management experience
- 7+ years of customer retention or inbound sales experience
- 7+ years of telecommunications industry experience
- Leadership experience in high-volume, fast-paced environments managing teamwork, flexibility and change across multiple channels
- Workforce management strategy experience
Skills
- Ability to read, write, speak, and understand multiple languages (English and Spanish)
- Strong customer focus and advocacy skills
- Demonstrated call center management expertise
- Comprehensive knowledge of call center platforms and technology
- Understanding of the end-to-end customer experience
- Effective verbal and written communication skills with all levels of management and staff
- Ability to define key performance indicators
- Presentation and data preparation skills
- Decision-making and problem-solving under pressure
- Project management and prioritization abilities
- Supervisory and motivational skills
- Demonstrated staff development and employee relations proficiency
- Competency with personal computer and software
- Knowledge of broadband products and services
- Financial and analytical skills
- Business plan development and presentation skills
Preferred Qualifications
Education
- Master’s degree (MBA)
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: 13551 Business Unit: Sales and Marketing
Zip Code: 78550
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.