Customer Care Supervisor

Description Customer Care Supervisor Location: Cedar Rapids Department: Customer Care Employment Type: Full-Time Connect Communities. Grow Your Career. Make an Impact. At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Customer Care Supervisor you will be responsible for the overall direction, coordination, and evaluation of Customer Care representatives. What You’ll Do Monitors and assists with training staff on all call types. Performs development activities, including all aspects of performance and behavior assessment, feedback, coaching, career-pathing, planning and guidance, corrective action and training. Assists in monitoring and establishing Key Performance Indicators (KPI’s) Monitors quality and performance while recommending and implementing changes when necessary. Actively engage employees in Catalytic Coaching, reward employees, and administer conflict resolution and corrective discipline up to and including termination if needed. Set production goals ensuring that best safety practices are followed. Monitors daily team and queue performance; understands impacts to the business and takes appropriate action. Troubleshoots appropriate level of technical issues and is able to teach team to do the same. Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates and managing complaints. Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry. Interviews, hires, and supervises staff for inbound and outbound calling activities. Analyzes information to develop projects and plans to accommodate future growth. Communicates, interprets and ensures compliance with ImOn policies, procedures and goals as they apply to the Customer Care Team. Fosters a culture of exemplary customer experience to customers, corporate leaders, peer supervisors, and staff within the company. Participate in proactive team efforts to achieve departmental and company goals. Motivates staff by providing positive feedback, creating a positive work environment, and looking for opportunities to create performance-based reward programs. Assists in other tasks or projects as assigned. Expected to meet departmental and company goals around churn, upsells, and service levels Requirements What We’re Looking For Strong communication and customer service skills A positive, professional attitude, even in challenging situations Technical curiosity and a willingness to learn Dependability and attention to detail Ability to work independently and as part of a team Strong leadership skills within a call-center environment Minimum Requirements At least 3 years experience in a call center environment, with at least 2 years in a leadership role, with direct supervision of employees, in a call-center environment. High School Diploma or equivalent Proven leadership skills, dependability, and initiative Excellent verbal and written communication skills with ability to effectively communicate between customers, staff and management. Good critical thinking and creativity skills. Must maintain a positive and professional attitude with ability to work under pressure, meet deadlines and be accountable for the performance of others. Preferred Qualifications Telecommunications/Utility industry experience Associate’s degree Why Join Our Team Career Growth: Structured advancement with company-supported certifications. Training & Development: Comprehensive onboarding and ongoing learning to help you build technical and leadership skills. Work with Purpose: Help families, businesses, and communities stay connected through reliable, high-quality service. Team Culture: Join a supportive group of professionals who value safety, collaboration, and doing things the right way. Performance Recognition: Earn advancement and rewards based on your quality, efficiency, and customer satisfaction results. Benefits Competitive pay Comprehensive health, dental, and vision insurance 401(k) with company match Paid time off (vacation, holidays, and sick days) Company-provided tools, uniforms, and vehicle for field roles Employee discounts on services and partner programs Wellness and employee assistance programs Ready to Get Started? If you’re ready to take on a rewarding role that combines hands‑on work, customer connection, and career growth, we’d love to hear from you. Apply today and start building the network of tomorrow — with us. ImOn Communications, LLC is an Equal Opportunity Employer #J-18808-Ljbffr