Supervisor, Technical Care Res/Bus

Cable ONE•Remote AZ, AZ

11d•Remote

About The Position

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.

Requirements

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.

Responsibilities

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.

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.