Mgr, Customer Service

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

Ready to guide a team to deliver outstanding customer experiences in a fast-paced call center? At Spectrum, you’ll mentor supervisors and manage customer service staff to meet and exceed performance goals. Your leadership will drive quality, commitment and teamwork, directly impacting our reputation for exceptional service and operational excellence.

• Coach and develop supervisors using effective management skills such as communication, delegation and planning
• Lead efforts to simplify and enhance both customer and employee experiences across call center operations
• Monitor team and individual performance to ensure high standards of service and quality are consistently achieved
• Oversee call center activity by managing staffing levels, service efficiency and addressing outages or interruptions
• Provide ongoing training and actionable feedback to supervisors and representatives to strengthen performance
• Generate and interpret reports on key performance initiatives, informing decisions and improvements
• Make data-driven decisions to improve processes and customer experiences, applying root cause analysis
• Facilitate open communication among staff, departments and regional teams to achieve business alignment
• Manage personnel issues including hiring, evaluations, coaching and disciplinary actions as needed

Required Qualifications

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

• 7-10 years of customer service or call center experience
• 5+ years of supervisory or management experience

• Ability to read, write, speak and understand English
• Ability to hire, evaluate, coach and counsel direct reports regularly
• Strong honesty and integrity in decision-making
• Clear verbal and written communication skills
• Effective prioritization and organizational abilities
• Proficient in supervising and motivating others
• Competence in using personal computers and software applications such as word processing, spreadsheets and cable billing systems
• Project management capability
• Knowledge of customer relations functions and tasks
• Understanding of Spectrum products and services
• Familiarity with general accounting and billing procedures

• MBA

CCS 2025

Here, our employees don’t just have jobs, they re building careers. That’s why we offer a comprehensive 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.