Customer Care Supervisor

Customer Care Supervisor

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.

ImOn will hook you up with Company 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.