Top Operations & Support Jobs in Charlotte, NC

Support and improve third-party billing systems by analyzing performance, documenting requirements and procedures, handling mass adjustments, reporting, interfaces and outages, training users, assisting backlog processing, and contributing to project scheduling and status reporting.

Supervise and coach retention call center agents to retain and upsell residential customers across video, internet, and phone. Monitor calls, manage performance metrics, provide data-driven recommendations, ensure compliance with retention rules, process orders, and handle escalated customer issues.

Serve as primary technical contact for mid/large business clients, troubleshoot and document issues across fiber, Ethernet, voice, VoIP, WAN/LAN, managed and security services, coordinate fixes with internal teams, manage escalations, and maintain client records.

Monitor and adjust real-time contact volume and staffing forecasts, manage intraday scheduling (overtime, voluntary time off), coordinate with sites and vendors, analyze service levels and occupancy, troubleshoot routing/tool issues, and recommend post-day actions to optimize contact center performance.

Analyze contact center volume and trends to build forecasts and schedules, align agent staffing to demand, collaborate with stakeholders, manage forecasting tools and reporting, and support long-term workforce planning and simulations.

Provide phone and digital customer support by processing orders for cable, internet, voice, and mobile services, resolving order issues with vendors, applying sales techniques to grow revenue, and collaborating across teams to improve customer satisfaction and retention.