[Hiring] Technical Care Center Supervisor @Cable ONE

Role Description

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
• Supporting process improvements that strengthen team effectiveness and customer satisfaction

What You Will Do:

• 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.

Qualifications

• 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.

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.