Senior Manager, Customer Service Operations
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.
The base pay for this position generally is between $88,200.00 and $156,600.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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.
Imagine leading a high-performing team dedicated to elevating customer service excellence within Spectrum’s fast-paced call center. As a manager, you will coach supervisors, drive departmental goals and ensure every customer receives outstanding support. Your leadership will directly shape the quality and efficiency of our service, making a measurable difference in customer satisfaction.
How You’ll Make an Impact
- Guide and develop supervisors using effective management, communication and organizational skill
- Monitor individual and team performance, ensuring standards are consistently met or exceeded
- Manage call center floor activity by overseeing staffing levels, efficiency and service interruption
- Provide ongoing training and coaching to supervisors and representatives to foster professional growth
- Deliver regular reporting of key performance initiatives to the site leader of Call Center Operation
- Establish strong interdepartmental relationships to align on business initiatives and optimize operational tools
- Lead projects and implement changes that enhance processes and improve customer experiences
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field or equivalent experience
Experience
- 10+ years of customer service or call center experience
- 7-10 years of supervisory or management experienc
Skills
- Ability to read, write, speak and understand English
- Ability to hire, evaluate, coach and counsel direct reports
- Ability to supervise and motivate others
- Ability to act with honesty and integrity
- Strong verbal and written communication skills
- Effective prioritization and organization abilities
- Proficiency using personal computers and software applications such as word processing, spreadsheets and billing systems
- Project management capability
- Knowledge of customer relations functions and related tasks
- Understanding of applicable products and services
- Familiarity with general accounting and billing procedures
Preferred Qualifications
Education
- 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.
The base pay for this position generally is between $88,200.00 and $156,600.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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: 13556 Business Unit: Customer Operations
Zip Code: 14620
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.