Manager, Communications Desk

Spectrum; Town and Country (MO); On-site; USD 90,000 - 125,000; Full time

Job summary

Spectrum is seeking a Communication Desk Manager to lead daily operations, coordinate outages, and elevate cross‑department communication. You will guide staff across shifts, drive performance, and partner with executives to resolve critical issues.

Ideal candidates bring 3+ years of general management, 2+ years in project management, and strong analytical skills to identify trends and opportunities in customer interactions. Hybrid office/work-from-home arrangements are available.

Qualifications

• Bachelor’s degree in business or related field or equivalent experience.
• 3+ years general management experience.
• 2+ years project management experience.

Responsibilities

• Oversee Communication Desk employees across multiple shifts and locations.
• Coach and develop staff to achieve goals and maximize performance.
• Recommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive Leaders.
• Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities.
• Establish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issues.
• Evaluate and improve existing processes to enhance efficiency and effectiveness.
• Foster high morale by providing regular feedback and opportunities for staff input.

Skills

Team leadership

Communication

Coaching

Problem solving

Analytical skills

Project management

Education

Bachelor’s degree in business or related field

Job description

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

Interested in leading a high-impact team that shapes how Spectrum responds to customer needs? As Communication Desk Manager, you will oversee daily operations, drive coordination during outages and service issues, and elevate communication across departments. Your leadership ensures seamless service and empowers staff to deliver exceptional results.

How You’ll Make An Impact

• Supervise and guide Communication Desk employees across multiple shifts and locations
• Coach and develop staff to achieve goals and maximize performance
• Recommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive Leaders
• Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities
• Establish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issues
• Evaluate and improve existing processes to enhance efficiency and effectiveness
• Foster high morale by providing regular feedback and opportunities for staff input

Working Conditions

• Must be available in an on-call capacity to support overnight issues approximately once a month from 6:00 PM to 6:00 AM.
• This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
• This positions hours are 2:00pm - 10:30pm CST

Education

• Bachelor’s degree in business or related field or equivalent experience

Experience

• 3+ years general management experience
• 2+ years project management experienc

Skills

• Ability to motivate and lead a team through organizational change, minimizing disruption and developing staff skills
• Ability to work cooperatively with peers across Spectrum
• Ability to work well under pressure with minimal supervision
• Strong communication skills with management, peers and staff
• Excellent problem-solving skills
• Excellent analytical skills for extracting and correlating data
• Broad knowledge of cable technologies, systems and processes
• Ability to quickly learn new information and adapt to evolving technologies
• Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
• Expertise in cable technologies
• Ability to manage complex activities involving teams of at least 40 people

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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.