Full TimeRiverview, FloridaPosted 04/28/2025Areas of interest: Call Center, Customer Operations, LeadershipRequisition Number: 2025-53263CSU732
Client Reference Code: 2025-53263
Does striving for the best customer experience motivate you? Do you enjoy working in a fast-paced, collaborative environment? Organized, data-driven, and good communicator? Then working in Customer Service at Spectrum may be a great fit for you.
At Spectrum, we keep nearly 32 million customers connected across our 41-state footprint. Our Customer Services Human Resources team creates the strategies, policies, and procedures that help support our employees and meet business objectives. Using a proactive approach, the HR team helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Director of Offline Customer Support Operations, you’ll be responsible for the execution of all operational aspects of Offline Customer Support. You’ll lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of the Offline Customer Support team.
WHAT OUR DIRECTORS OF OFFLINE CUSTOMER SUPPORT OPERATIONS ENJOY MOST
Overseeing and directing Offline Customer Support operations to ensure that customer complaints are handled fairly and effectively
Analyzing operation performance data and developing recommendations and action plans to address quality and productivity issues as well as drive efficiency and effectiveness
Participating in the design and implementation of policies and procedures across Offline Customer Support
Developing and managing Offline Customer Support communications by employing multiple vehicles to ensure employee understanding and compliance
Directing the efforts of local technology support resources in support of hardware/software maintenance and ensure change management activities minimize conflict with peak customer activity periods
Coordinating call center new hire training with HR and training teams in accordance with operational budget and forecast
On a typical day you’ll be responsible for overseeing the offline customer support team including managing customer issues through resolution, workforce planning strategies, training program execution, and facilities management. You’ll thrive in this role if you can effectively organize, communicate, and positively influence others.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Education: Bachelor’s degree in business or related field; or equivalent experience
Experience: Relevant technical or business work experience: 10+ years; Leadership, Cable Industry, and Call Center Management Experience: 7+ years
Skills: Advanced products and services implementation; Demonstrated project management
Abilities: Analyze & Interpret Data; Communicate with all levels of management and company personnel, including presentation skills; Manage workflow, improve overall company effectiveness and productivity; Prioritize and organize effectively
Knowledge of: Cable operations, customer care methods and new technologies
Travel: As Required
Preferred Qualifications
Education: Masters in Business Administration (MBA)
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
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Job Code : CSU732
2025-53263 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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
