Virtual Team Supervisor-Total Care

Part of the leadership team responsible for providing frontline support for all call center representatives to ensure a concierge level of service to our customers. Reports to the Senior Operations/Regional Manager.

Responsibilities

• Provide agent support virtually in multiple platforms including call queue and web chat.
• Assist Call Center Representatives (CSRs) in production with systems and process questions to drive first call resolution.
• Resolve customer issues by successfully handling escalated issues, speaking with customers directly, and processing tickets.
• Provide authorization for credits or restricted systems changes to resolve account issues.
• Assist Employee Development Managers (EDMs) with team member coaching, training, and career development.
• Approve team timecards.
• Maintain favorable relations between all departments.
• Assist with special projects as necessary.
• Perform all other duties as required or directed.

Requirements

• High school diploma or GED required; Associate’s degree preferred.
• Hybrid schedule: 3 days in office, 2 days remote.
• Provide onsite leadership for physical location/floor supervisor responsibilities.
• Approximately 50% of time spent on direct floor support, escalations, and interacting with customers; remaining 50% on administrative tasks including CATS tickets, projects, and assisting Employee Development Managers (EDMs).
• A minimum of 2 years of direct supervisory experience in customer service in cable or a related field.
• At least 2-3 years of customer service experience.
• Working knowledge of PC-based word processing and spreadsheet programs, especially Microsoft Word and Excel.
• Strong organizational and follow-through skills.
• Excellent written and oral communication skills.

Benefits

• Monthly bonus potential.
• Health, vision, and dental insurance.
• Paid vacation, holidays, and flex paid time off.
• 401K with generous company match.
• Employee discounts on Mediacom services; reimbursement for internet/cable services where Mediacom services are not available.
• Education enrichment up to $5,000 per year for qualified employees.
• Employee Wellness Program.

Pay

$40,000 - $60,000 a year. Offer amount considers years of related work experience, relevant skills and qualifications, education level, and certifications/licenses.