Customer Care Team Lead: Strategy & Resolution

Cox Enterprises; Atlanta (GA); On-site; USD 67,000 - 101,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor of Customer Care in the United States to lead a call center team, focus on customer satisfaction, and drive issue resolution with a customer-centric approach.

The role emphasizes coaching, performance monitoring, and ongoing improvement across channels to maintain high service standards and support preventive maintenance and compliance programs.

Qualifications

• Analyzes issues, identifies root causes and creates alternative solutions.
• Understands economic, financial, market and industry trends to drive results.
• Implements process improvements and cost optimization across the department.
• Keeps customer focus by understanding needs and ensuring satisfaction and retention.
• Leads and develops a Customer Care team in a call center environment.

Responsibilities

• Supervises the Customer Care team in a call center setting.
• Ensures timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies opportunities for department-wide improvement and communicates changes.

Skills

Analytical thinking

Business acumen

Business process management

Customer focus

Managing multiple priorities

Education

High school diploma or GED

Bachelor's degree in related field

Master's degree in related field

PhD in related field

Job description

Cox Enterprises is seeking a Supervisor of Customer Care in the United States to lead a call center team, focus on customer satisfaction, and drive issue resolution with a customer-centric approach.

The role emphasizes coaching, performance monitoring, and ongoing improvement across channels to maintain high service standards and support preventive maintenance and compliance programs.