Supervisor, Community Solutions, Central Operations

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

About the role

At Spectrum, you’ll supervise the Community Solutions Response Center, guiding a skilled group in Managed Wi-Fi network surveillance and customer support. Your leadership will elevate operational efficiency and customer satisfaction, driving meaningful results for our business and clients.

Responsibilities

• Guide and mentor the CSCO team by coaching, training and providing actionable feedback
• Oversee workflow and help achieve established goals, contributing to the effective operation of Community Solutions
• Ensure adherence to Spectrum’s departmental policies, procedures and practices
• Collaborate on system enhancements to improve call and truck roll avoidance, MTTD, MTTR and workforce effectiveness
• Interview, select and train new team members to strengthen the team’s capabilities
• Analyze communication metrics and implement process improvements for internal and external customer support
• Assess and optimize web-based tools to boost operational effectiveness
• Ensure all processes and procedures are implemented, understood and followed during assigned shifts
• Compile and correlate reports including outage logs and trouble call reports to improve service and performance
• Communicate workflow issues and outages to other functional groups to enhance operational efficiency

Working Conditions

• Office-based role
• Operate in a 24x7 Network Operations Environment
• After-hours on-call responsibilities

Requirements

Education

• Two-year degree or certificate
• Industry recognized Professional Level Network Certification or equivalent work experience

Experience

• 3+ years network troubleshooting in a 24x7 Operations Center
• 3+ years NOC, Dispatch, Call Center Tier or help desk support experience
• 2+ years wireless access point and wireless router experience
• 1+ year managing a 24x7 Operations Center
• 1+ year commercial Wi-Fi networks experience

Skills

• Ability to read, write, speak and understand English
• Ability to manage a diverse employee base
• Organizational and motivational skills, prioritizing work
• Effective customer service skills and initiative
• Work effectively across organizational boundaries to resolve issues
• Positive contribution to process improvement teams and system/software implementation projects
• Review, analyze and audit reports and information for accuracy and efficiency
• Collect data, establish facts and draw valid conclusions to solve problems
• Interpret technical instructions and reports
• Understanding of HFC, WiFi, Fiber Optic and Converged networks
• Proficient with Microsoft Office Suite, Instant Messaging, Webex
• Proficient with monitoring and ticketing tools such as Remedy
• Familiarity with Spectrum products and services
• Ability to write routine reports and correspondence
• Distinguish and identify colors for alarm states in tools and software

Preferred Qualifications

• Two-year degree or certificate with emphasis in telecommunications or IT

Benefits

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.