Full TimeTampa, FloridaPosted 08/20/2025Areas of interest: Customer Operations, Customer Service, LeadershipRequisition Number: 2025-60048COP700
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Triage Team at Spectrum may be a great fit for you.
At Spectrum, we keep our million customers connected across a 41-state footprint. Our Triage Team is responsible for resolving complex customer service issues regarding account, billing and technical support inquiries, while also acting as a subject matter expert and resource to our internal and external business partners. Utilizing their ability to research and resolution of customer service issues, this team helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Director, Triage, you’ll lead a team of Triage Analysts responsible for resolving complex customer service issues regarding account, billing and technical support issues. Your responsibilities include the successful development and execution of data-driven systemic solutions to resolve multi-faceted customers service issues and monitor resolution across multiple lines of business.
WHAT OUR DIRECTOR, TRIAGE ENJOYS MOST
Lead a team of Triage Analysts who will resolve complex and multi-faceted customer service issues providing stakeholders with timely updates on service-impacting events through resolution
Find and present patterns of customer frustration to the larger Reliability organization to be assessed for solutions
Make recommendations for solutions or improvements that can be accomplished through new technology or alternative uses of existing technology.
Partner in strategic business reviews with key leadership to ensure that relevant stakeholders are proactively apprised and aligned with changes, opportunities, constraints, and recommendations
Collaborate with other internal groups to source and understand customer pain points as well as define workflows and handoffs between various teams across the organization
On a typical day you’ll be responsible for providing oversight of quality and productivity measurements for Triage Analysts response times for incoming customer issues that are reported via phone, email, and/or support portal in a manner which meets high quality, productivity and other performance standards.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
Customer Service in a Repair or Billing area – 8
Previous Call Center customer service experience – 8
Previous Technical Support or Field Operations experience – 8
Leadership experience – 5
Held Manager level or above role in call center or Field Operations departments
Education:
Bachelor’s degree in business or related field or equivalent combination of education and experience
Technical skills:
Knowledge of software applications such as Word, Excel, etc.
Abilities:
Proven ability to manage, mentor and grow high performing teams
Create and contribute to data-driven presentation
Highly organized with excellent judgement skills
Meets tight deadlines and prioritize workloads.
Travel Ability:
20% travel required
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
Apply now, connect a friend to this opportunity or sign up for job alerts!
COP700 2025-60048 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.
