技术护理监督员（研究/业务）
Supervisor, Technical Care Res/Bus
职位描述：
技术客服中心主管
在Cable One及其品牌家族中，我们让客户和员工与最重要的事物保持连接。对我们的员工而言，这意味着一个充满活力且有回报的职业，对所居住和工作的社区的尊重，关注健康和福祉，良好的工作与生活平衡，以及开放和包容的工作环境。
作为技术客服中心主管，您将负责技术客服中心员工的日常运营，同时帮助确保积极的客户体验。此职位负责指导和培养团队成员，监控绩效和服务质量，管理客户投诉，审查运营趋势，并支持提升团队效率和客户满意度的流程改进。
我们愿意在以下任何州招聘远程员工：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。
您将负责
- 监督技术客服中心员工的日常运营，以确保客户咨询得到准确、高效和专业的解决。
- 监控个人、团队和客服中心的绩效趋势，以支持服务级别、质量期望和运营目标的达成。
- 审查通话质量、客户反馈和绩效指标，以识别指导机会并推动一致的服务交付。
- 以专业的方式处理客户投诉，同时致力于及时、完整和以客户为中心的解决方案。
- 跟踪关键绩效指标、队列活动、人员覆盖和工作量趋势，以帮助平衡资源并维持服务期望。
- 使用客服中心报告和运营数据来评估绩效趋势，识别根本原因，并推荐流程改进。
- 准备并向上级汇报团队绩效、队列管理、服务质量和运营指标的更新。
- 进行定期的一对一讨论、绩效评估和发展对话，以支持员工成长和责任感。
- 通过提供及时反馈、培训支持和明确的绩效期望，指导、激励和发展员工。
- 与内部团队和领导合作，优化流程，分享服务趋势，提升客户和员工的体验。
- 关注行业最佳实践、新兴技术和内部流程。
查看英文原文
Job Description:
Technical Care Center Supervisor
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 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.
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
- 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.
Core Competencies
Committed: Values each customer while working hard to keep their business and support our communities.
Helpful: Delivers support in ways that are useful to customers and addresses their needs with expertise, respect, and empathy.
Proactive: Understands what customers need and actively works to make their relationship with us seamless, easy, and rewarding.
Personal: Knows our customers well and tailors communications and interactions to address their needs and expectations.
Benefits
Cable One and our family of brands appreciates the role our associates play in helping the company grow. In return, we offer an excellent benefits package to recognize the importance of their contributions, including:
- 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.
Additional Perks
- 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.
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensuring our continued success. Here at Cable One and our family of brands, we believe our individual and unique talents, backgrounds, and perspectives, when combined, truly make us an unstoppable force. “Stronger Together” is not just a verbal cue; it is the motto our associates live by, exemplify, and embody each day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-Hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of a background check, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
Originally posted on Himalayas