Supervisor, Technical Care Res/Bus
Core
Lead daily operations of a Technical Care Center to ensure accurate, efficient, and professional resolution of customer inquiries across multiple channels.
Role type
Senior IC call center operations supervisor
Builds
Customer support operations for Cable One and its family of brands
Domain
Telecommunications / Customer Support
Deliverable
dashboards & analysis
Required skills
Call center operations management, team coaching and development, performance metrics analysis, customer escalation handling, queue management, process improvement, conflict resolution, Microsoft Office proficiency
Preferred skills
Associate's degree or equivalent, prior supervisory experience in call center/technical support, experience with multi-channel support (call/chat/email/tickets)
Responsibilities
Oversee daily operations for Technical Care Center associates, monitor individual and team performance trends, review call quality and customer feedback, manage customer escalations, track KPIs and queue activity, prepare performance updates for leadership, conduct one-on-one discussions and performance evaluations.
Seniority
Senior, hands-on IC
