Remote-Eligible Technical Care Center Supervisor — Lead & Coach

Cable One, Inc.; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Paid time off

Tuition reimbursement

Community involvement

Job summary

Cable One, Inc. is seeking a Technical Care Center Supervisor to lead daily operations, coach staff, and ensure exceptional customer experiences. You will monitor performance trends, handle escalations, and collaborate with internal teams to improve processes.

The role emphasizes coaching, accountability, and a focus on service quality in a remote-friendly environment across multiple states.

Qualifications

• Associate’s degree or equivalent from a two-year college or technical school preferred.
• Experience supervising, coaching, mentoring, or leading associates in a call center or similar environment.
• Experience with queue management and staffing adjustments based on needs.
• Strong coaching and development skills with clear feedback and expectations.
• Ability to analyze performance metrics and identify trends to improve outcomes.
• Ability to handle escalations and maintain composure in high-pressure situations.
• Strong written and verbal communication with reporting abilities.
• Detail-oriented with good organizational and prioritization skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Adaptability, accountability, resilience, and growth mindset in an inclusive environment.

Responsibilities

• Oversee daily operations for Technical Care Center associates to ensure accurate, efficient, and professional customer inquiries.
• Monitor performance trends to meet service levels, quality expectations, and goals.
• Review call quality and feedback to identify coaching opportunities and improve delivery.
• Manage customer escalations toward timely, complete resolutions.
• Track KPIs, queue activity, staffing, and workload to balance resources.
• Use reports to assess trends, identify root causes, and suggest improvements.
• Prepare and present updates on team performance and metrics to leadership.
• Conduct regular one-on-one discussions and development conversations.
• Coach, motivate, and develop associates with feedback and training support.
• Collaborate with internal teams to streamline processes and improve experiences.
• Stay current on best practices, emerging technologies, and internal tools.

Skills

Leadership experience

Coaching

Performance analytics

Call center experience

Communication skills

Problem solving

Education

Associate degree

Tools

Outlook

Word

Excel

Job description

Cable One, Inc. is seeking a Technical Care Center Supervisor to lead daily operations, coach staff, and ensure exceptional customer experiences. You will monitor performance trends, handle escalations, and collaborate with internal teams to improve processes.

The role emphasizes coaching, accountability, and a focus on service quality in a remote-friendly environment across multiple states.