Job Description

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

Do you have a passion for leading technical teams and ensuring seamless network operations? 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.

How You’ll Make an Impact  

• 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

What You’ll Bring to Spectrum  

Required Qualifications  

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

Education

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

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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.

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 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.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.