Remote Technical Care Center Supervisor

Cable ONE; Phoenix (AZ); A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Tuition reimbursement

Community involvement

Recognition programs

Advancement opportunities

Collaborative culture

Descripción de la vacante

Cable One is seeking a Technical Care Center Supervisor to lead daily operations for our care center team, ensuring high-quality customer interactions and efficient issue resolution. You will coach staff, monitor performance, handle escalations, and drive improvements with leadership support.

The position emphasizes collaboration, data-driven decision making, and ongoing development of associates in a fast-paced, customer-focused environment.

Formación

• Associate degree or equivalent from a two-year college or technical school preferred; leadership or call center experience may count toward education.
• Experience supervising or leading associates in a call center or similar environment is preferred.
• Experience with queue management and adjusting resources based on workload.
• Strong coaching and development skills with ability to provide clear feedback and set expectations.
• Ability to analyze performance metrics, identify trends, and improve service quality.

Responsabilidades

• Oversee daily operations for Technical Care Center associates to ensure accurate, efficient, and professional resolution of inquiries.
• Monitor performance trends to support service levels and operational goals.
• Review call quality and feedback to identify coaching opportunities and drive consistent delivery.
• Manage customer escalations toward timely, complete, and customer-focused resolution.
• Track KPIs, queue activity, staffing, and workload trends to balance resources.
• Use reports to assess performance trends, identify root causes, and recommend improvements.
• Prepare updates on team performance, queue management, and service quality for leadership.
• Conduct regular one-on-one discussions, evaluations, and development conversations.
• Coach and develop associates with timely feedback and training support.
• Collaborate with internal teams to streamline processes and share service trends.
• Stay current on industry best practices and internal tools to support improvement.

Conocimientos

Coaching

Leadership

Supervising

Queue management

Performance analysis

Escalations handling

Communication skills

Reporting

Process improvement

Team development

Microsoft Office

Educación

Associate degree or equivalent

Herramientas

Outlook

Word

Excel

Descripción del empleo

Cable One is seeking a Technical Care Center Supervisor to lead daily operations for our care center team, ensuring high-quality customer interactions and efficient issue resolution. You will coach staff, monitor performance, handle escalations, and drive improvements with leadership support.

The position emphasizes collaboration, data-driven decision making, and ongoing development of associates in a fast-paced, customer-focused environment.