Supervisor, Technical Support (Call Center)
- Full Time
Cox Communications is looking for an experienced Supervisor to grow our
Technical Support Call Center located within our Customer
Care Department. Supervises, coaches, and develops a team of
Technical Support Representatives to fulfill company strategies, practices and
procedures for serving, solving, selling. Supervises the team to
deliver excellent customer services, effectively meet and exceed
performance and service goals, and increase revenue through
If you have a Strong Customer Care
Leadership background and are looking for an exciting opportunity then this may
be the perfect opportunity for you!
Primary Responsibilities and
Formally and informally coaches and develops the
performance of the team to ensure they have the capabilities required to
meet targets and increase customer loyalty.
Applies functional and technical expertise and
knowledge of performance standards to provide on-the-job training to team
Reviews performance data (e.g., scorecard, ACE behaviors,
monitored calls, etc.) and diagnose performance gaps to identify
performance and productivity gaps.
Discusses Monthly Achievement Plans regularly with
Representatives to identify and agree on actions to improve performance.
Creates and implements individual development plans and
related coaching plans to establish behaviors that will lead to improved
Monitors calls and evaluates individual Representative
effectiveness on key behaviors to provide coaching to improve performance
and the customer experience.
Participates in regular call monitoring calibration
sessions to ensure that customer experience standards are consistent
applied across the center.
Implements and documents coaching, performance
improvement, and recognition plans, as well as performance evaluations to
optimize individual and team performance.
Hires and builds a team of Representatives that has the
ability and resources to achieve performance, diversity, and service
Collaborates with local HR to plan for and ensure
mandatory team and individual training targets are met.
Implements formal and informal practices and procedures
to motivate and recognize employees and ensure employee engagement is
Develops and implements recognition programs to
encourage and reward Representatives for meeting targets related to
serving, solving and selling.
Manages day-to-day activities and business to maintain
momentum and a sense of urgency toward desired results. Continually
focuses driving high standards of performance, correcting performance
gaps, and works relentlessly to overcome obstacles and meet or exceed
Reviews calendar, schedules, and tasks to plan/modify
work schedules and ensure customers are served and priorities are
Maintains a safe and positive work environment in
compliance with all Cox safety policies.
Resolves complex customer complaints and handles issues
escalated by team members in a timely manner.
Makes recommendations and/or decisions in real time to
match capacity to demand and adjust methods of call handling to deliver
the customer experience.
Leads team meetings/huddles to cascade information,
coordinate efforts and communicate changes in direction, products,
policies, expectations and performance against service, quality and sales
goals, processes, and standards.
Communicates customer concerns, trends, recurring
issues, sales and service opportunities, and related issues to higher
leadership and within the Customer Care team.
Recommends and coordinates implementation of solutions
with various Cox organizations.
Reviews Monthly Achievement Plan and Supervisor
scorecard regularly with Manager to identify opportunities to improve
Collaborates with other departments to ensure that a
high quality customer experience is achieved and to resolve system and
Collaborates with the Customer Operations team to
ensure operational efficiency is achieved.
Collaborates with Customer Care Manager, Customer
Experience team and other Customer Care Supervisors to plan and coordinate
efforts to ensure that Customer Care objectives are achieved.
Controls expenses while meeting or exceeding system
Ensures that Representatives update all required
customer information in a timely fashion.
Ensures accurate employee compensation by tracking and
managing time and labor.
Manages attendance trackers to track progressive steps
for disciplinary action.
Consults with Human Resources partners to determine
eligible time off for employee leaves of absence.
Approves and manages exceptions and audits to
accurately reflect productivity measurements.
Follows up on required Cox University course completion
to keep the knowledge base and required certifications current.
Reports and follows up on Customer Care tool failure.
Attends job-related training and informally remains
current on Cox’s telephony, data, and video products and offerings, sales
and leadership through completion of required/recommended training
High school graduate or GED or equivalent work
3 years’ experience working as a team leader/team
coach (formal Supervisor position not required) customer service, sales,
technical support, field service, or Cox Business
1 year work experience using Windows-based PCs,
Microsoft Office (Word, Excel and Outlook) in a work setting
BA/BS degree in a related field
1+ year supervisory experience
1+ year experience in Technical Support (e.g.,
troubleshooting or Supervising troubleshooting of basic hardware,
software, and/or connectivity issues)
1+ year experience coaching for improved
Experience monitoring calls or work order quality
Experience in a position meeting sales goals or
coaching people to meet sales goals
Experience handling escalations from customers
Experience working in a care center environment with
customer experience focus
Knowledge and proficiency with ICOMS
Communications industry experience
About Cox CommunicationsCox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.