Supervisor, Customer Care

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Supervisor, Customer Care

Management Level

Supervisor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $65,500.00 - $98,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

**Candidate must live within 75 minutes of posting city location. Will be required to go into the office from time to time.**

** Shift is based on Eastern Time Zone: Sunday 7a-4p ET and 9a-6p ET on Saturday, Monday, Tuesday and Friday. ** If you reside outside of the eastern time zone, hours must be adjusted accordingly.

The Opportunity

The Customer Care Supervisor coaches, develops and leads a team of Customer Care agents to fulfill company strategies. Leads the team to deliver exceptional customer service, effectively meet and exceed all performance targets and increase revenue through cross-selling (if applicable) and/or promoting customer growth through positive customer interactions.  Manages daily operations and executes plans to drive business strategy and move critical initiatives forward.  The position works in a fast-paced, constantly changing and budget driven call center environment (may involve the supervision of both on-site and remote employees). Work consists primarily of leading, managing, coaching and developing individuals and their team to successful attainment of all department and company performance goals and metrics. 

This position may lead a team of individuals in any of the following functional areas for both Residential and Cox Business:  Technical Support, Account Services, Back Office, Customer Experience, Social Media, Onboarding personnel, Fraud and Abuse and other related positions as applicable.

PRIMARY RESPONSIBILITIES:

Essential functions of the role include coaching and developing, leading people, driving results, communication, hiring and selection of quality candidates, collaboration, administration, and self-development

• Formally and informally coaches and develops the performance of the team to ensure they have the resources, coaching, support and capabilities required to meet or exceed expectations
• Promotes high level of employee engagement with representatives by implementing effective coaching, performance improvement, career planning and practices to motivate and recognize employees for meeting/exceeding performance targets
• Reviews performance data (e.g., scorecard, brand behaviors, call monitors, customer sentiment/surveys, etc.) to diagnose performance gaps and works with the representative to improve (discusses and agrees on Monthly Achievement Plan focus areas regularly)
• Monitor and coach agents to effectively and consistently use Customer Care tools and report any issues to appropriate leader and/or work group   
• May be required to lead projects and/or process improvement and be responsible for influencing and coordinating with non-direct report resources
• Promotes a professional, team oriented and connected service culture to achieve a complete service interaction: serving, solving and cross-selling (if position requires)
• Serves as a role model for the team in all aspects of the business and manages day-to-day activities to maintain mome