Charter Communications is closing its Worcester customer service call center, resulting in the loss of 174 jobs, according to a recent filing with the state. Employees at the Higgins Street location learned of the decision on Wednesday. City officials, also notified that same day, confirmed the closure does not violate Worcester’s contract with Charter.
Despite the layoffs, sources told The 016 that Charter—known for its Spectrum cable TV and internet services—will retain both its operations teams and Spectrum News 1 staff in Worcester. The closing is scheduled for June 26, 2025.
In a statement released Thursday morning, Charter explained that all affected roles are shifting to other U.S.-based centers:
“We are transitioning the work done at our Worcester, MA call center to other centers, effective June 26, 2025. We have elected to transition this work to our other U.S.-based call centers, where we can deliver information, training, and technology to our representatives more efficiently. Employees have the option to relocate and transition in their current role to select alternative existing customer service locations and are eligible to receive relocation benefits.”
According to Charter, employees who do not secure a role elsewhere in the company by the closing date will receive comprehensive severance benefits.
Under the federal Worker Adjustment and Retraining Notification (W.A.R.N.) Act, companies planning closures or mass layoffs of 100 or more employees are required to file notice at least 60 days in advance. Charter’s notification to the Commonwealth’s Executive Office of Labor and Workforce Development occurred Wednesday.
This development follows other call center closures announced by Charter last year in six states, and it coincides with the upcoming closure of another call center in Akron, Ohio. The decision also comes as Worcester continues negotiations over a new cable contract with Charter. Although the city’s Cable Advisory Committee voted unanimously against renewing the contract in May 2024, City Manager Eric Batista indicated that discussions would persist, pointing to federal and state regulations as key considerations.
“I appreciate the work of the advisory committee and their recommendations regarding the license agreement,” Batista wrote on Substack. “However, in addition to their recommendations, I must consider the options the City has, as well as federal and state regulations when it comes to cable providers.”
A Charter spokesperson affirmed at the time: “We are committed to continuing to provide Worcester residents with the best connectivity services, backed by our local teams of technicians and 100% in-house, U.S.-based customer service,” according to a MassLive report.
The advisory board shot themselves in the foot! You told Charter “we don’t need you” Charter told Worcester “ we don’t need you either!”