Supervisor, Customer Care

Rise Broadband • Irving, TX

3d

About The Position

The Supervisor, Universal Customer Support is responsible for leading and developing a team of Universal Customer Support Representatives in a high-volume inbound call environment. This role ensures the delivery of best-in-class customer service by driving performance, coaching employees, and maintaining operational excellence across billing, account, and basic technical support interactions. The Supervisor plays a critical role in fostering a customer-centric culture, improving first-contact resolution and other key performance indicators, and ensuring representatives are equipped to effectively manage customer needs while identifying opportunities for process improvement.

Requirements

• 2+ years in related contact center or customer/technical support and/or sales role required
• 1 year of management experience preferred
• Proficient with Microsoft Office Suite and other job-related software
• Strong ability to prepare, administer and analyze project budgets; review and make recommendations regarding budget issues and discrepancies
• Excellent communication, coaching, and conflict resolution skills
• Ability to lead in a fast-paced, high-volume environment while managing multiple priorities
• Proficiency with customer support systems and basic technical troubleshooting concepts
• Ability to analyze and define problems; calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; basic understanding of debits and credits; prioritize workflow, multitask, meet deadlines and remain flexible.

Nice To Haves

• 1 year of management experience preferred

Responsibilities

• Supervise, coach, and develop Contact Center Customer Care Representatives to drive performance and deliver high-quality customer experiences
• Coordinate daily contact center operations, including call volume, queue management, and staffing to meet service levels
• Monitor and manage team performance using key performance indicators, providing timely coaching and feedback
• Review productivity, quality assurance results, and timesheets to ensure accuracy, accountability, and adherence to standards
• Handle escalated customer and vendor issues, ensuring prompt and effective resolution
• Delegate work assignments and ensure team members have the tools, authority, and resources needed to succeed
• Enforce company policies, procedures, and compliance requirements
• Interact with and research customers and vendors escalated issues
• Support the development and improvement of customer interaction processes, workflows, and escalation practices
• Act as a liaison between the contact center and other departments to align processes and communicate customer insights
• Analyze customer feedback and performance trends to identify and implement process improvements
• Assist with staffing, recruiting, budgeting, and special projects as needed
• Promote a culture of quality, accountability, and continuous improvement while supporting EEO and Affirmative Action initiatives
• Work requires weekend and/or evening work

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees