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Cable ONE logo
Cable ONE

Cable One is now Sparklight, visit us at https://lnkd.in/gYiGXS3

Technical Care Center Supervisor

TherapistTherapistFull TimeRemoteMid LevelTeam 1,001-5,000Since 1986H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Technical Care Center Supervisor

Cable ONE

Role Description 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 - Supporting process improvements that strengthen team effectiveness and customer satisfaction 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. Benefits - 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. - 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.

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