TCC Supervisor Res/Bus at Cable One Inc. in Phoenix, Arizona

Job Description:

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 to keep their business and support our communities.


• 
  Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


• 
  Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


• 
  Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans - start when you start!


• Life insurance (self, spouse, children)


• Paid time off (vacation, holiday, and personal/sick days)


• 401(k) - 100% company match starts 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 on 1st year)


• Annual community support to various organizations across the U.S.


• Associate recognition & awards programs


• Advancement opportunities


• Collaborative work environment

We're an Award-Winning Organization!

• Forbes' "America's Best Midsized Employers" 2021, 2022, & 2023

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every 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 background, 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.

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