TCC Supervisor Res/Bus

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

As a Technical Care Center Supervisor, you would be responsible for the day-to-day supervision of the Technical Care Center associates while also monitoring job performance and ensuring a great customer experience.

We are open to hiring remote if we find the right talent in any of these states: AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT.

What you will do to contribute to the company's success



* Conduct regular performance evaluations and set objectives to ensure team effectiveness.



* Oversee daily operations of the technical support team, ensuring timely resolution of customer inquiries.



* Monitor call quality, review customer feedback, and analyze performance metrics to ensure high-quality service.



* Handle customer escalations and resolve concerns to satisfaction.



* Track key performance indicators (KPIs)



* Use call center reports to assess performance trends and recommend process improvements.



* Prepare and present reports on team performance and operational metrics to management.



* Stay updated on industry best practices and emerging technologies for continuous improvement.



* Collaborate with other departments to streamline processes and improve the customer experience.



* Provide coaching and development opportunities for team members.



* Conduct and document regular one-on-one discussions for career development and personalized plans.



* Foster a supportive environment to motivate associates and offer constructive feedback.

Qualifications


* Coaching and Development: Dedication to team member development through training and mentorship.



* Adaptability and Flexibility: Ability to handle changing situations and varying customer demands.



* Analytical Skills: Proficiency in analyzing performance metrics to drive process improvements.



* Conflict Resolution: Skill in mediating conflicts and maintaining a positive work environment.



* Resilience and Stress Management: Capability to remain composed under pressure and manage stress.



* Accountability: Taking responsibility for team outcomes and setting a reliable example.



* Positive Attitude: Maintaining an encouraging demeanor to foster a motivating workplace.



* Cultural Competence: Respecting diverse backgrounds and promoting inclusivity in the workplace.



* Growth Mindset : Demonstrates a proactive approach to personal and professional development, embracing challenges as opportunities for growth.

Core Competencies


* Committed: Values each customer, while working hard t...