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.

• 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 Agent OS 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

• 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.

• 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.

What We Do

Our Product and Technology team creates develops and operates the nation’s fastest mobile service most reliable internet service most viewed live TV app and the most advanced WiFi serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together.   The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer architect engineer developer operator or data scientist.  We are creative disciplined hard-working complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

Why Work With Us

At Spectrum we continually refine technology process and structure. We are committed to delivering a superior network infrastructure the most competitive products and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.

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