Customer Care Lead — Impactful Service & Strategy

Cox Enterprises; Carmel (IN); On-site; USD 67,000 - 101,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor for Customer Care to lead a call center team, drive customer satisfaction, and ensure efficient issue resolution. The role emphasizes preventive maintenance and DOT compliance while partnering with customers to sustain best-in-class service standards.

The ideal candidate will oversee staff performance, develop quality controls, and collaborate with management to implement improvements across Cox products and services.

Qualifications

• Analytical thinking with ability to apply techniques and tools.
• Knowledge of business acumen to interpret market and financial trends.
• Ability to map and improve business processes and workflows.
• Strong customer focus to enhance satisfaction and retention.
• Skill in managing multiple priorities and coordinating teams.

Responsibilities

• Supervises Customer Care team in a call center.
• Provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex issues.
• Maintains quality standards for Customer Care staff.
• Drives department-wide improvements and communicates changes.
• Engages with customers to understand issues and improve Cox products.
• Acts as escalation point for technical and process issues.
• Monitors performance and supports development.
• Reviews live/recorded calls to gauge performance.
• Ensures schedule adherence and shift-end reporting.
• Manages team projects as assigned.

Skills

Analytical Thinking

Business Acumen

Business Process Management

Customer Focus

Managing Multiple Priorities

Education

High School Diploma/GED

Bachelor's degree in related discipline

Master's degree in related discipline

Ph.D. in related discipline

Job description

Cox Enterprises is seeking a Supervisor for Customer Care to lead a call center team, drive customer satisfaction, and ensure efficient issue resolution. The role emphasizes preventive maintenance and DOT compliance while partnering with customers to sustain best-in-class service standards.

The ideal candidate will oversee staff performance, develop quality controls, and collaborate with management to implement improvements across Cox products and services.