Full TimeStamford, ConnecticutPosted 08/28/2025Areas of interest: Customer OperationsRequisition Number: 2025-60288COP575
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 our customers connected across a 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 Spectrum Business 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.
WHAT OUR OPERATIONAL READINESS MANAGERS ANALYSTS ENJOYS MOST
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 care operations management experience: 5 years; Training supervisors in a call center environment; 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
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
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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COP575 2025-60288 2025
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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. 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.
