Full TimeStamford, ConnecticutPosted 02/13/2026Areas of interest: Customer OperationsRequisition Number: 2026-69701COP575
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Are you a critical thinker who likes to collaborate on business solutions? Excellent communicator, well-organized, and analytical? If so, you could find your fit on the Customer Service Operational Readiness Team.
At Spectrum, we keep millions of customers connected across our 41-state footprint. Working with departments across Customer Operations, our Operational Readiness team supports change management for all activities that contribute to the acquisition, satisfaction, and retention of customers. By coordinating the execution of improvements, our Operational Readiness team plays a vital role in delivering the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As an Operational Readiness Manager, you’ll provide direct support to process improvement and standardization initiatives within Customer Operations. You will work with business users to understand requirements and expectations, facilitate the interactions among different functional groups within the organization, and make recommendations for business and process improvements. You will support Telecom and Special initiatives.
HOW YOU’LL MAKE AN IMPACT
Managing call answering/quality metrics for the Customer Support Rep group.
Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.
Maintaining open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.
Planning and implementing process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.
Ensuring all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.
Developing standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.
On any given day you’ll be managing a team, evaluating operational deployment needs including training, reporting, and monitoring of the customer and customer service representative (CSR) experience throughout deployment. You’ll excel in this role if you work well in a dynamic office environment and are able to self-train and pick up new skills quickly.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
Call center/customer service management experience: 5+ years
Overseeing inbound calls in a highly dynamic and fast-paced call center environment
Education:
Bachelor’s degree in Business or related field/equivalent experience
Skills:
Effective interpersonal skills with emphasis on verbal/written communication
Effective presentation skills with small- to medium-sized groups
Abilities:
Demonstrated leadership abilities
In-depth analytical ability
Effectively document and implement procedural change
Knowledge:
Cable television operations, processes and billing systems
Hybrid Schedule: Four in-office days weekly
Preferred Qualifications
Experience:
Telecommunications industry
Management or leadership
Abilities:
Develop and execute performance improvements based on call handling observations
COP575 2026-69701 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.
