Bilingual Virtual Team Supervisor

Mediacom Communications; Apache Junction (AZ); Hybrid; USD 44,000 - 78,000; Full time

Benefits offered by this job

Monthly bonus

Health, vision & dental insurance

Paid vacation & PTO

401K match

Employee discounts

Education enrichment

Wellness program

Job summary

Mediacom Communications is seeking a Virtual Team Supervisor to lead frontline support for call center representatives, ensuring concierge customer service. This role reports to the Senior Operations/Regional Manager and works in a hybrid setup at our Arizona location.

The ideal candidate has 2+ years of customer service supervision, bilingual English/Spanish, and strong communication skills. Responsibilities include coaching, escalations, approving timecards, and cross‑department collaboration.

Qualifications

• High school diploma or GED required; Associate’s degree preferred.
• Bilingual fluency in English/Spanish with clear written and verbal command.
• Hybrid work arrangement: 3 days in office, 2 days remote.
• Minimum 2 years of direct supervisory experience in customer service.
• At least 2–3 years of customer service experience.
• Working knowledge of MS Word and Excel.
• Strong organizational and follow‑through skills; excellent written and oral communication.

Responsibilities

• Provide agent support virtually across call queue and web chat.
• Assist CSRs with systems and process questions to drive first call resolution.
• Resolve customer issues by handling escalated concerns and processing tickets.
• Authorize credits or system changes to resolve account problems.
• Support EDMs with coaching, training and career development.
• Approve team timecards.
• Maintain favorable cross‑department relations.
• Assist with special projects as needed.
• Perform other duties as assigned.

Skills

Bilingual English/Spanish

Customer service supervision

Communication skills

Organizational skills

Education

High School Diploma or GED

Associate’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Position Overview

The Virtual Team Supervisor is part of the leadership team responsible for providing frontline support for all call center representatives to ensure we provide a concierge level of service to our customers. This position will report to the Senior Operations/Regional Manager.

Position: Virtual Team Supervisor (VTS)

Position Overview

The Virtual Team Supervisor is part of the leadership team responsible for providing frontline support for all call center representatives to ensure we provide a concierge level of service to our customers. This position will report to the Senior Operations/Regional Manager.

Company Benefits

Along with that rewarding feeling, you’ll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find all sorts of advantages to joining the Mediacom team including:

• Monthly bonus potential!
• Health, vision, and dental insurance!
• Paid vacation, holidays and flex paid time off!
• 401K with generous company match!
• Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided!
• Education Enrichment up to $5,000 per year for qualified employees!
• Employee Wellness Program!

Position Responsibilities

• Provide agent support virtually in multiple platforms including call queue, and web chat.
• Assist Call Center Representatives (CSRs) in production with systems and process questions to drive first call resolution.
• Resolve customer issue by successfully handling escalated issues, speaking with customers directly, and processing of tickets.
• Provide authorization for credits, or restricted systems changes to resolve account issues.
• Assist Employee Development Managers (EDMs) with team member coaching, training, and career development.
• Approve team timecards.
• Maintain favorable relations between all departments.
• Assist with special projects as necessary.
• Perform all other duties as required or directed.

Position Requirements

• High school diploma or GED required. Associate’s degree preferred.
• Bilingual fluency in English/Spanish. Clear verbal and written command of both languages.
• Requires 3 days in office/remote 2 days.
• Provide onsite leadership for the physical location/floor supervisor responsibilities.
• Approximately 50% of time spent on direct floor support/escalations/and interacting with customers with remaining 50% focusing on administrative tasks including but not limited to CATS ticket/Projects/Assisting Employee Development Managers (EDMs.).
• A minimum of 2 years customer service direct supervisory experience in cable or related field.
• At least 2-3 years of customer service experience.
• Working knowledge of PC Based word processing and spreadsheet programs, especially Microsoft Word/Excel.
• Strong organizational and follow-through skills required.
• Candidate must possess excellent written and oral skills.

Get to know us:

Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.

Our Awards:

Mediacom is proud to have received the following recognitions: 2025 Best Managed Companies, 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.

Who you are matters here:

Mediacom Communications Corporation is an Equal Opportunity/Affirmative Action Employer. We are committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications Corporation prohibits discrimination and harassment based on race, national origin, religion, age, color, sex, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Disclaimer:

The salary range for this position is $44,000 - $77,500 Annually. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

_________________________________________________________________________________________________

Mediacom endeavors to make mediacomcable.com/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our careers website, please contact 845-443-2408 . Any inquiries regarding employment application status, resume submittal, open positions and any other general inquiries will not receive a response.