Customer Care Team Leader: Drive Service Excellence

Cox Enterprises; Georgia; On-site; USD 60,000 - 80,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor for Customer Care in Georgia to lead a call center team, drive customer satisfaction, and optimize processes. You will work to resolve issues quickly while maintaining service quality and compliance, including PM programs and DOT standards.

The role requires strong analytical thinking, business acumen, and the ability to manage multiple priorities in a fast-paced environment. A related degree with experience is preferred.

Qualifications

• Analytical thinking with ability to diagnose root causes and propose data-driven solutions.
• Understanding of economic/financial trends to improve department performance.
• Experience designing or optimizing business processes and workflows.
• Customer-centric focus to improve satisfaction and retention.
• Ability to manage multiple priorities and align stakeholder expectations.

Responsibilities

• Supervises the Customer Care team within a call center environment.
• 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 with management.
• Engages with customers to understand issues and improve Cox products and services.
• Acts as escalation point for team issues and oversees problem resolution.
• Monitors team performance and supports development.
• Monitors live/recorded calls to gauge performance.
• Ensures adherence to schedule including breaks and shift-end.
• Manages team projects as assigned.

Skills

Analytical Thinking

Business Acumen

Business Process Management

Customer Focus

Managing Multiple Priorities

Education

Bachelors degree or higher in related discipline

Masters degree in related field

Job description

Cox Enterprises is seeking a Supervisor for Customer Care in Georgia to lead a call center team, drive customer satisfaction, and optimize processes. You will work to resolve issues quickly while maintaining service quality and compliance, including PM programs and DOT standards.

The role requires strong analytical thinking, business acumen, and the ability to manage multiple priorities in a fast-paced environment. A related degree with experience is preferred.