Communications Desk Operations Specialist

Job Summary Do you excel at troubleshooting technical issues and supporting seamless business operations? Spectrum is seeking a Communications Desk Operations Specialist to analyze data, triage technical problems and facilitate communication among teams. Your expertise will help maintain reliable operations and a positive experience for our customers and internal partners. This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week. Responsibilities How You’ll Make an Impact 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 Qualifications What You’ll Bring to Spectrum Education Associate’s degree in Information Systems, Business Management or related field or equivalent work experience 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 Skills 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, 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 Preferred Qualifications Education Bachelor’s degree in Information Systems, Business Management or related field or equivalent work experience Experience 2+ years in a 24/7 Operations Center 2+ years troubleshooting networking gear, applications or mobile services Skills Technical certification such as CCNA, Security+, Network+ or A+