Manager, Communications Desk

About the role

As Communication Desk Manager, you will oversee daily operations, drive coordination during outages and service issues, and elevate communication across departments. Your leadership ensures seamless service and empowers staff to deliver exceptional results.

Responsibilities

• Supervise and guide Communication Desk employees across multiple shifts and locations
• Coach and develop staff to achieve goals and maximize performance
• Recommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive Leaders
• Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities
• Evaluate and improve existing processes to enhance efficiency and effectiveness
• Foster high morale by providing regular feedback and opportunities for staff input

Requirements

• Education: Bachelor’s degree in business or related field or equivalent experience
• Experience: 3+ years general management experience, 2+ years project management experience

Qualifications

• Ability to motivate and lead a team through organizational change, minimizing disruption and developing staff skills
• Ability to work cooperatively with peers across Spectrum
• Ability to work well under pressure with minimal supervision
• Strong communication skills with management, peers and staff
• Excellent problem-solving skills
• Excellent analytical skills for extracting and correlating data
• Broad knowledge of cable technologies, systems and processes
• Ability to quickly learn new information and adapt to evolving technologies
• Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
• Expertise in cable technologies
• Ability to manage complex activities involving teams of at least 40 people

Skills

• Ability to motivate and lead a team through organizational change, minimizing disruption and developing staff skills
• Ability to work cooperatively with peers across Spectrum
• Ability to work well under pressure with minimal supervision
• Strong communication skills with management, peers and staff
• Excellent problem-solving skills
• Excellent analytical skills for extracting and correlating data
• Broad knowledge of cable technologies, systems and processes
• Ability to quickly learn new information and adapt to evolving technologies
• Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
• Expertise in cable technologies
• Ability to manage complex activities involving teams of at least 40 people

Benefits

Charter Communications offers a comprehensive pay and benefits package that supports all aspects of employees' well-being at every stage of life.