{"id":1475274,"url":"https://alion.io/job/sparklight-supervisor-technical-care-resbus","title":"Supervisor, Technical Care Res/Bus","company":{"id":179641,"name":"Sparklight","domain":"sparklight.com","url":"https://alion.io/company/sparklight","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":12,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":163000,"period":"year","method":"role_country_seniority_unknown","sample_n":6763},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-29T18:41:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-01T05:15:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description:\nTechnical Care Center Supervisor\nAt 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.\nAs 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.\nWe 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.\nWhat You Will Do\nOversee daily operations for Technical Care Center associates to help ensure customer inquiries are resolved accurately, efficiently, and professionally.\nMonitor individual, team, and call center performance trends to support achievement of service levels, quality expectations, and operational goals.\nReview call quality, customer feedback, and performance metrics to identify coaching opportunities and drive consistent service delivery.\nManage customer escalations in a professional manner while working toward timely, complete, and customer-focused resolution.\nTrack key performance indicators, queue activity, staffing coverage, and workload trends to help balance resources and maintain service expectations.\nUse call center reports and operational data to assess performance trends, identify root causes, and recommend process improvements.\nPrepare and present updates on team performance, queue management, service quality, and operational metrics to leadership.\nConduct regular one-on-one discussions, performance evaluations, and development conversations to support associate growth and accountability.\nCoach, motivate, and develop associates by providing timely feedback, training support, and clear performance expectations.\nCollaborate with internal teams and leadership to streamline processes, share service trends, and improve the customer and associate experience.\nStay current on industry best practices, emerging technologies, and internal tools to support continuous improvement.\nPerform other duties and responsibilities as assigned.\nQualifications\nAssociate’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.\nPrevious experience supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar environment preferred.\nExperience with queue management, including monitoring call, chat, email, trouble ticket, or workload queues and adjusting resources based on business needs.\nStrong coaching and development skills with the ability to provide clear feedback, set expectations, and support associate growth.\nAbility to analyze performance metrics, identify trends, and recommend actions that improve quality, efficiency, and customer outcomes.\nDemonstrated ability to handle escalations, resolve conflict, and remain composed while supporting customers and associates in high-pressure situations.\nStrong written and verbal communication skills with the ability to document performance conversations, prepare reports, and present updates to leadership.\nDetail-oriented with strong organizational, prioritization, and follow-through skills.\nProficiency with Microsoft Office, including Outlook, Word, and Excel.\nAdaptability, accountability, resilience, cultural competence, and a growth mindset with a commitment to creating an inclusive and supportive work environment.\nCore Competencies\nCommitted: Values each customer while working hard to keep their business and support our communities.\nHelpful: Delivers support in ways that are useful to customers and addresses their needs with expertise, respect, and empathy.\nProactive: Understands what customers need and actively works to make their relationship with us seamless, easy, and rewarding.\nPersonal: Knows our customers well and tailors communications and interactions to address their needs and expectations.\nBenefits\nCable One and our family of brands appreciates the role our associates play in helping the company grow. In return, we offer an excellent benefits package to recognize the importance of their contributions, including:\nMedical, dental, and vision plans that start when you start.\nLife insurance for associates, spouses, and children.\nPaid time off, including vacation, holiday, and personal/sick days.\n401(k) with 100% company match starting day 1 of employment, up to 5% of eligible compensation.\nGroup Legal plan with Identity Theft Protection.\nAdditional Perks\nTuition reimbursement up to $5,250 in the first year.\nAnnual community support to various organizations across the U.S.\nAssociate recognition and awards programs.\nAdvancement opportunities.\nCollaborative work environment.\nOur Commitment\nDiversity lies in the communities we serve and among the associates who dedicate themselves to ensuring our continued success. Here at Cable One and our family of brands, we believe our individual and unique talents, backgrounds, and perspectives, when combined, truly make us an unstoppable force. “Stronger Together” is not just a verbal cue; it is the motto our associates live by, exemplify, and embody each day.\nCable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.\nPre-Hire Processes\nCable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of a background check, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.","description_format":"text","description_chars":6395,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Iowa","iso":null,"kind":"city"},{"name":"Florida","iso":null,"kind":"city"},{"name":"Texas","iso":null,"kind":"city"},{"name":"Kansas","iso":null,"kind":"city"},{"name":"Illinois","iso":null,"kind":"city"},{"name":"Alaska","iso":null,"kind":"city"},{"name":"Missouri","iso":null,"kind":"city"},{"name":"Utah","iso":null,"kind":"city"},{"name":"Pennsylvania","iso":null,"kind":"city"},{"name":"Oklahoma","iso":null,"kind":"city"},{"name":"Arkansas","iso":null,"kind":"city"},{"name":"Nebraska","iso":null,"kind":"city"},{"name":"Alabama","iso":null,"kind":"city"},{"name":"Minnesota","iso":null,"kind":"city"},{"name":"New Mexico","iso":null,"kind":"city"},{"name":"North Carolina","iso":null,"kind":"city"},{"name":"Oregon","iso":null,"kind":"city"},{"name":"Louisiana","iso":null,"kind":"city"},{"name":"South Carolina","iso":null,"kind":"city"},{"name":"North Dakota","iso":null,"kind":"city"},{"name":"Mississippi","iso":null,"kind":"city"},{"name":"Indiana","iso":null,"kind":"city"},{"name":"Georgia","iso":null,"kind":"city"},{"name":"Arizona","iso":null,"kind":"city"},{"name":"Idaho","iso":null,"kind":"city"},{"name":"Tennessee","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-29T18:41:00Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":48,"reasons":["conf:0","stale_co","win:early","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sparklight-supervisor-technical-care-resbus","json_url":"https://alion.io/job/sparklight-supervisor-technical-care-resbus.json","meta":{"generated_at":"2026-10-01T11:03:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2423,"day_limit":5000,"remaining_today":2577,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}