Merakey Jobs

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 momentum and a sense of urgency toward desired results. Continually focuses on driving high standards of performance, correcting performance gaps, and working persistently to overcome obstacles to meet or exceed challenging goals Resolves complex customer complaints and handles issues escalated by team members in a timely manner, including handling escalated customer situations, while identifying and communicating identified trends Leads team meetings/huddles to cascade information, share best practices, coordinate efforts and communicate changes in relation to products, policies, expectations and performance standards Communicates customer concerns, trends, issues, sales opportunities, process improvement opportunities and related matters to higher leadership or applicable work groups within the Customer Care team Remains current on all job-related requirements for self and employees (performance management, attendance, time and labor, required training, new/updated products &a