Supervisor, Technical Care - Res/Bus

**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 enviro