Supervisor, Customer Care

Cox Communications • Carmel, IN

1d • Remote

About The Position

The Supervisor, Customer Care provides leadership and oversight for the Customer Care function. The role develops and maintains customer contact channel touch points, emphasizing understanding customers’ perspectives and improving satisfaction. It defines and implements customer engagement strategies, performance objectives, and cost optimization. The supervisor oversees customer engagement and issue resolution, ensuring concerns are addressed professionally, promptly, and sustainably, while partnering with customers to support preventive maintenance programs and Department of Transportation compliance.

Requirements

• High school diploma or GED and five years of experience in a related field; alternatively, a bachelor's degree in a related discipline and three years of related experience, a master's degree and one year of related experience, or a Ph.D. and up to one year of related experience.
• Ability to apply analytical techniques and tools to identify root causes, assess alternatives, and reach conclusions.
• Business acumen, including understanding economic, financial, market, and industry trends and their implications for the team and organization.
• Knowledge of business process improvement, process flows, interdependencies, bottlenecks, and cost-benefit analysis of process changes.
• Ability to understand customer circumstances, needs, and expectations; prioritize customer-focused actions; and follow up on results.
• Ability to manage multiple priorities and use involvement and persuasion to gain agreement and commitment to actions.
• Knowledge of internal controls and ability to implement, evaluate, or enhance processes that support compliance and safeguard company assets.
• Technology skills and ability to use technology to improve work processes and results.

Nice To Haves

• A degree in a related discipline is strongly desired.
• Experience in the industry is desired.
• Accuracy and attention to detail, including using approaches and tools to verify work and prevent errors.

Responsibilities

• Supervise Customer Care team members in a call center environment.
• Ensure the team provides timely and effective support to customers and end users.
• Resolve staff inquiries and complex customer issues.
• Maintain quality standards for Customer Care staff.
• Identify department-wide improvement opportunities and communicate with management to drive change.
• Engage directly with customers to understand issues, ensure effective resolution, and identify opportunities to improve products, features, and services.
• Act as the escalation point for technical and process issues and oversee ongoing problem resolution.
• Monitor team performance and support on-the-job and formal development.
• Listen to live or recorded calls to assess team member performance in real time.
• Ensure and report on schedule adherence, including breaks, lunches, and shift-end.
• Manage assigned team projects.

Benefits

• Flexible paid vacation, consistent with duties and company needs.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness time annually for the employee or family members.
• Additional paid time off for bereavement, voting, jury duty, volunteering, military leave, and parental leave.
• Benefits may include medical, dental, and vision insurance; 401(k); and paid sick leave, parental leave, flexible vacation, wellness days, and/or PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED