Customer Service Manager
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 $68,300.00 and $109,100.00. 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.
Looking for a position where your leadership drives exceptional customer experience and shapes the future of service delivery? As a Call Center Manager at Spectrum, you will coach supervisors, oversee operations, and ensure our customers receive outstanding support—making a lasting impact on both our team and those we serve.
Work Schedule: 10:30AM-7:00PM Sunday - Thursday, with one evening shift per week
How You’ll Make an Impact
- Lead and mentor a team of supervisors to achieve departmental and call center goals
- Monitor and analyze performance metrics to provide actionable feedback and coaching
- Manage call center floor operations by overseeing staffing, efficiency, and service levels
- Hire, evaluate, and counsel staff to foster professional growth and accountability
- Develop interdepartmental relationships to align business initiatives and optimize tools
- Drive process improvements and implement changes using data trends and root cause analysis
- Provide regular reporting on key performance initiatives to call center leadership
Working Conditions
- Fast-paced call center environment
- Exposure to moderate noise level
- Travel may be required
- Hours may vary
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field or equivalent experience
Experience
- 7-10+ years of customer service or call center experience
- 5+ years of supervisory or management experience
Skills
- Ability to read, write, speak and understand English
- Ability to hire, evaluate, coach, and counsel direct reports
- Ability to act with honesty and integrity
- Ability to communicate clearly in both verbal and written forms
- Ability to prioritize and organize effectively
- Ability to supervise and motivate others
- Ability to use personal computers and software applications such as word processing and spreadsheets
- Ability to manage projects
- Knowledge of customer relations functions and related tasks
- Knowledge of applicable products and services
- Knowledge of general accounting and billing procedures
Preferred Qualifications
Education
- MBA preferred
Experience
Skills
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 $68,300.00 and $109,100.00. 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: 14226
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.