Communications Desk Operations Specialist

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum
• Proactively detect and escalate outages using telemetry and communication tools, supporting partners in real time
• Create and manage tickets in Spectrum's ticketing system, collaborate with fix teams and help drive solutions
• Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives
• Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution
• Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging
• Identify areas for process improvement and provide training and guidance to less tenured team members

• Associate's degree in Information Systems, Business Management or related field or equivalent work experience

• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support experience in the cable or telecommunications industry

• Strong analytical skills for data evaluation and issue escalation
• Demonstrated conceptual thinking and attention to detail
• Experience in networking, internal systems, large audience communications or technical aptitude with ongoing learning and development
• Leadership, motivational and interpersonal skills
• Organizational skills and the ability to multitask in multiple systems and prioritize competing demands in fast-paced, high-pressure settings
• Decision making using trends, analytics and root cause analysis
• Advanced proficiency in Microsoft Office, Excel, Outlook, Remedy, and web-based tools
• Adaptable and highly resilient in changing operational environments
• Capacity to clearly explain technical concepts to all audiences
• Read, write and speak English effectively in both verbal and written communication

• Bachelor's degree in Information Systems, Business Management or related field or equivalent work experience

• 2+ years in a 24/7 Operations Center
• 2+ years troubleshooting networking gear, applications or mobile services

• Technical certification such as CCNA, Security+, Network+ or A+

#LI-PB2 COP100 2026-80179 2026

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.