Supervisor, Regional Operations Center

Charter Communications; United States; On-site; USD 90,000 - 115,000; Full time

Job summary

Charter Communications is seeking a Regional Operations Center Supervisor to lead a night-shift team responsible for Outside Plant HFC network monitoring, alarm triage, and ticketing. You will guide dispatch and support agents while ensuring clear communication with stakeholders and a focus on customer experience. Shift: Tue-Sat, 11pm–8am.

The role emphasizes coaching, process improvements, and coordination across field operations to maintain network reliability and rapid issue resolution.

Qualifications

• 4+ years in telecom, dispatch or network ops.
• Experience in an operations center or equivalent.

Responsibilities

• Oversee ROC Specialists with coaching, training and feedback.
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• Coordinate alarm triage and ticket/work order creation and dispatch.
• Manage maintenance technician dispatch via Lighthouse and ensure performance metrics.

Skills

Communication

Leadership

Analytical thinking

Customer service

Stakeholder comms

Education

High school diploma

Two-year IT/telecom cert

Tools

Lighthouse

Remedy

Job description

Job Summary

Keep Spectrum's outside plant network reliable and responsive by leading the Regional Operations Center team that provides first-line Outside Plant Hybrid Fiber Coax network surveillance, alarm triage and ticketing. You will manage dispatch and fix agent support while ensuring clear stakeholder communication and a strong customer experience that supports business and internal customer needs. Shift will be Tuesday-Saturday 11pm - 8am.

Responsibilities

How You’ll Make an Impact

• Supervise Regional Operations Center Specialists by coaching counseling training and providing feedback to support performance and development
• Coordinate alarm and intake triage and collect and correlate key information to enable accurate ticket and work order creation and dispatch
• Ensure outside plant monitoring ticketing change management work prioritization and dispatch of maintenance technicians through Lighthouse while using reporting tools to address service and plant incidents for the Hybrid Fiber Coax network
• Monitor team goals workflow and compliance with departmental policies procedures and practices to contribute to the effective operation of Field Operations Engineering teams
• Analyze phone email instant messaging and other transactional metrics to identify and implement process improvements support system enhancements and improve mean time to detection and mean time to repair
• Document compile and correlate outage logs, on-call updates, degradation reporting, quality control reports and more
• Communicate pertinent information to other systems and functional groups to enhance operational efficiency

Working Conditions

• Office environment
• Must be able to work all shifts including evenings weekends and some holidays

Qualifications

What You’ll Bring to Spectrum

Required Qualifications

Education

• High school diploma or equivalent

Experience

• 4 + years of telecommunications-related technical, dispatch or network experience
• Operations center or equivalent experience

Skills

• Strong written and verbal communication and customer service skills with the ability to interact with all levels of management staff and public
• Organizational motivational and prioritization skills with experience monitoring workflow and contributing to process improvement and system implementation projects
• Analytical skills to review analyze and audit reports and information output for accuracy and efficiency and to define and solve problems using data and facts
• Ability to interpret technical instructions and reports in mathematical or diagram form
• Demonstrated knowledge of Hybrid Fiber Coax networks, Wi-Fi networks, fiber optic topologies and converged networks
• Proficiency with common software applications and monitoring / ticketing tools such as lighthouse and remedy
• Ability to write routine reports and correspondence
• Distinguish and identify colors to detect multiple alarm states

Preferred Qualifications

Education

• Two-year degree or certificate with emphasis in telecommunications or IT preferred
• Completion of SCTE broadband and network maintenance related courses
• A+ N+ and/or MCSE or related certifications
• Spectrum ROC NCTI progression courses

Experience

• 1 + years of supervisory leadership experience or equivalent