Position Overview

The Cable Operation Supervisor oversees all aspects of a call center team, ensuring an exceptional customer experience across phone service and digital communication channels. The role involves managing supervisors, driving performance, improving metrics, and fostering a culture of accountability and continuous improvement.

Position Responsibilities

Operations managers are responsible for the day‑to‑day activity and development of 5–10 supervisors within a complex call center environment. The role also includes:

• Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives
• Coaching and developing reports on customer service processes and best practices
• Managing metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Driving a culture of accountability, continuous improvement, and personal excellence