Business Care Manager
Core
Oversees daily functions of Business Care Specialists, including call/chat volume, billing, and customer issues while ensuring white glove service standards.
Role type
Senior Business Care Manager
Builds
Customer support operations and team performance for Cable One and family of brands
Domain
Telecommunications / Customer Care
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer care management, team coaching, training program development, financial reporting, process improvement, cross-departmental collaboration, Avaya quality assurance, metrics analysis
Preferred skills
None stated
Technologies
Avaya
Responsibilities
Oversee daily functions of Business Care Specialists including incoming/outgoing calls, online chat, call volume, billing, and customer issues; Drive associate engagement through direct interaction and support; Develop and sustain a high-performing coaching program with individualized training plans; Monitor and evaluate the effectiveness of the department's training program; Utilize Avaya for Quality Assurance, call metrics, and score-carding; Coordinate financial responsibility including financial reporting, E-Rate, refunds, write-offs, and adjustments; Continually improve team processes to create efficient and cost-effective procedures
Seniority
Senior, hands-on IC
