Overview
Sr Mgr, Comm Desk Jobs in Town and Country, MO at Charter Communications
Are you an effective communicator who can assess problems quickly and make critical decisions? Do you value collaboration, transparency, and problem-solving? Are you a critical thinker and a team player? If so, you can thrive on the Communications Desk team at Spectrum.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. The Communications Desk team analyzes service issues, dispatches the appropriate fix agents to solve problems immediately, and keeps internal groups alerted and informed at all times. Our diligent monitoring of all customer experience touchpoints helps to deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a SeniorCommunications Desk Manager, you’ll be responsible for supporting Comm Desk Operations via escalation management, IVR and Preferred Communications, and Training/Process Management. You’ll work through escalated issues that require engagement with Director and Vice President (+) level staff.
WHAT OUR SENIOR COMMUNICATIONS DESK MANAGERS ENJOY MOST
Supervising and managing support, administrative, and analyst-level employees, 24 hours a day, 7 days a week, 365 days a year
Coaching and developing leaders to achieve goals and maximize their performance
Establishing effective working relationships with counterparts throughout the company for productive execution of activities
Evaluating and proactively improving existing processes to improve overall operations
Conducting complex root cause analysis, workflow reviews, and identifying areas for improvement that drive positive change to the business model
On a daily basis you’ll work with teams across multiple departments to ensure proper escalations and communication of all customer-facing issues. If you are a leader who can motivate, lead, and educate others to achieve business goals, this may be the role for you.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:Call Center, Network Operations, or IT management: 7 years or more; leading and managing staff: 5 years or more
Education:Bachelor’s degree in associated field or equivalent years of work experience in a leadership role
Skills:Microsoft Office Suite (Word, Excel, Visio, etc.)
Abilities:Demonstrated knowledge of cable technologies, systems, and processes; communicate effectively with employees at all levels; analyze and extract useful information from voluminous data; manage multiple projects simultaneously; make decisions and solve problems under pressure; manage team member development and training
Working Conditions:In-office. May be required to work outside of normal business hours. Must be available real time 24/7, 365 days a year or as the business dictates. Ability to travel and lead/manage employees remotely
Preferred Qualifications
Education:Master’s in Business Administration (MBA)
Skills:SQL experience: 2 years or more
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
Total Rewards:See all the ways we invest in you—at work and in life
Apply now, connect a friend to this opportunity …
Title: Sr Mgr, Comm Desk
Company: Charter Communications
Location: Town and Country, MO
Category:
