Ops Desk: Communications & Outage Coordination (Hybrid)

Charter Communications; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Charter Communications is seeking a Communications Desk Operations Specialist. The role involves analyzing data, triaging technical issues, and facilitating communication across teams to maintain reliable operations and a positive customer experience.

Work is in an office environment with a hybrid schedule; eligible employees may work from home up to one day per week. The team leads critical event communications and uses telemetry to monitor outages and call volumes.

Qualifications

• Associate's degree in Information Systems, Business Management or related field or equivalent work experience.
• Bachelor's degree in Information Systems, Business Management or related field or equivalent work experience is preferred.
• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support in cable/telecom.

Responsibilities

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum.
• Proactively detect 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 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 to less tenured team members.

Skills

Analytical skills

Leadership

Organizational skills

Multi-tasking

Problem solving

Explain technical concepts

Communication

Attention to detail

Adaptability

Technical aptitude

Education

Associate's degree

Bachelor's degree (preferred)

Tools

Microsoft Office

Excel

Outlook

Remedy

Web-based tools

Job description

Charter Communications is seeking a Communications Desk Operations Specialist. The role involves analyzing data, triaging technical issues, and facilitating communication across teams to maintain reliable operations and a positive customer experience.

Work is in an office environment with a hybrid schedule; eligible employees may work from home up to one day per week. The team leads critical event communications and uses telemetry to monitor outages and call volumes.