Full TimeSaint Ann, MissouriPosted 03/23/2026Areas of interest: Call Center, Customer OperationsRequisition Number: 2026-71451CCS530
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Step into a pivotal leadership role where you will guide Spectrum’s Serviceability Call Center, bridging Sales, Care, and Field Operations to enhance processes and service delivery. Your leadership will drive process adherence, achieve service level agreements, and maintain the integrity of our billing system, directly impacting the experience of both residential and commercial customers.
How You’ll Make an Impact
Lead and manage all aspects of the Serviceability Call Center, overseeing staff up to Supervisor level and related support teams
Coordinate communications and organization-wide implementation of Serviceability initiatives
Develop, implement and enforce consistent standardized operating practices to ensure process excellence
Evaluate staffing levels, schedule coverage and manage overtime and leave requests based on call volume trends
Hire, train, evaluate and provide ongoing guidance to Serviceability support staff
Monitor and report on key metrics such as volume trending, staffing, individual compliance, department and Field Operations service level agreements and dashboard reporting
Identify process gaps through audit reporting and train teams to ensure adherence to Serviceability processes
Collaborate with Sales, Dispatch and Construction Management to enhance fulfillment and service delivery
What You’ll Bring to Spectrum
Required Qualifications
Clear and effective oral and written communication skills
Strong prioritization and organizational skills
Ability to make decisions and solve problems under pressure
Supervisory and motivational abilities
Strong organizational agility
Proficiency in personal computer and software applications such as MS Word, Excel, CSG, GIS, database, DOS, Windows
Knowledge of Spectrum products and services
Knowledge of Spectrum billing systems
Education
Bachelor's degree in Business or equivalent experience
Experience
6+ years in cable or related telecommunications or broadband industry
6+ years of management experience
Preferred Qualifications
Ability to work a variety of operations schedules and support team outside of working hours
CCS530 2026-71451 2026
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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
