Supervisor, Technical Care Res/Bus

Cable ONE; Phoenix (AZ); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Tuition reimbursement

Community involvement

Recognition programs

Advancement opportunities

Collaborative culture

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Coaching

Leadership

Supervising

Queue management

Performance analysis

Escalations handling

Communication skills

Reporting

Process improvement

Team development

Microsoft Office

Education

Associate degree or equivalent

Tools

Outlook

Word

Excel

Job description

Job Description: Technical Care Center Supervisor

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

As a Technical Care Center Supervisor, you will lead the day-to-day operations of Technical Care Center associates while helping ensure a positive customer experience. This role is responsible for coaching and developing team members, monitoring performance and service quality, managing escalations, reviewing operational trends, and supporting process improvements that strengthen team effectiveness and customer satisfaction.

We are open to hiring remote if we find the right talent in any of these states: AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT.

What You Will Do

• Oversee daily operations for Technical Care Center associates to help ensure customer inquiries are resolved accurately, efficiently, and professionally.
• Monitor individual, team, and call center performance trends to support achievement of service levels, quality expectations, and operational goals.
• Review call quality, customer feedback, and performance metrics to identify coaching opportunities and drive consistent service delivery.
• Manage customer escalations in a professional manner while working toward timely, complete, and customer-focused resolution.
• Track key performance indicators, queue activity, staffing coverage, and workload trends to help balance resources and maintain service expectations.
• Use call center reports and operational data to assess performance trends, identify root causes, and recommend process improvements.
• Prepare and present updates on team performance, queue management, service quality, and operational metrics to leadership.
• Conduct regular one-on-one discussions, performance evaluations, and development conversations to support associate growth and accountability.
• Coach, motivate, and develop associates by providing timely feedback, training support, and clear performance expectations.
• Collaborate with internal teams and leadership to streamline processes, share service trends, and improve the customer and associate experience.
• Stay current on industry best practices, emerging technologies, and internal tools to support continuous improvement.
• Perform other duties and responsibilities as assigned.

Qualifications

• Associate’s degree or equivalent from a two-year college or technical school preferred; related leadership, technical support, call center, or customer care experience may be considered in lieu of education.
• Previous experience supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar environment preferred.
• Experience with queue management, including monitoring call, chat, email, trouble ticket, or workload queues and adjusting resources based on business needs.
• Strong coaching and development skills with the ability to provide clear feedback, set expectations, and support associate growth.
• Ability to analyze performance metrics, identify trends, and recommend actions that improve quality, efficiency, and customer outcomes.
• Demonstrated ability to handle escalations, resolve conflict, and remain composed while supporting customers and associates in high-pressure situations.
• Strong written and verbal communication skills with the ability to document performance conversations, prepare reports, and present updates to leadership.
• Detail-oriented with strong organizational, prioritization, and follow-through skills.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Adaptability, accountability, resilience, cultural competence, and a growth mindset with a commitment to creating an inclusive and supportive work environment.

Core Competencies

• Committed: Values each customer while working hard to keep their business and support our communities.
• Helpful: Delivers support in ways that are useful to customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understands what customers need and actively works to make their relationship with us seamless, easy, and rewarding.
• Personal: Knows our customers well and tailors communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play in helping the company grow. In return, we offer an excellent benefits package to recognize the importance of their contributions, including:

• Medical, dental, and vision plans that start when you start.
• Life insurance for associates, spouses, and children.
• Paid time off, including vacation, holiday, and personal/sick days.
• 401(k) with 100% company match starting day 1 of employment, up to 5% of eligible compensation.
• Group Legal plan with Identity Theft Protection.

Additional Perks

• Tuition reimbursement up to $5,250 in the first year.
• Annual community support to various organizations across the U.S.
• Associate recognition and awards programs.
• Advancement opportunities.
• Collaborative work environment.

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensuring our continued success. Here at Cable One and our family of brands, we believe our individual and unique talents, backgrounds, and perspectives, when combined, truly make us an unstoppable force. “Stronger Together” is not just a verbal cue; it is the motto our associates live by, exemplify, and embody each day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-Hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of a background check, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.