The Supervisor, New Call/Follow Up is responsible for leading and supporting a team of New Call/Follow Up Representatives within a fast-paced roadside assistance environment. This role oversees daily operations, employee performance, scheduling, coaching, training, and customer service excellence. The Supervisor ensures operational goals are achieved while fostering employee development, accountability, and engagement. Essential Duties and Responsibilities
Monitor team performance and provide coaching to drive operational excellence, dispatch timeliness, efficiency, productivity, and service quality. Lead, motivate, and develop employees through ongoing coaching, training, feedback, and performance management. Manage employee schedules and staffing levels to ensure appropriate coverage in a 24/7 operation. Adjust staffing and schedules as needed to meet business demands and service expectations. Communicate and enforce company policies, procedures, and performance standards. Assist team members with problem resolution and decision-making in complex or escalated situations. Interact with customers and service providers to ensure roadside events are handled appropriately and efficiently. Analyze operational trends and identify opportunities for service and productivity improvements. Support employee engagement initiatives and create a positive team environment. Complete special projects and perform other duties as assigned. Minimum Qualifications
High School Diploma/GED and 5 years’ experience in contact center environment. The right candidate could also have a different combination, such as a bachelor’s degree and 3 years’ experience; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience Strong working knowledge of Microsoft Office Excellent communication skills and ability to collaborate across teams Preferred Qualifications
Prior leadership or supervisory experience Experience with workforce management, performance metrics, and coaching Degree strongly desired Why Join Us?
Lead a team that makes a real difference for customers every day Work in an environment that values accountability, teamwork, and continuous improvement Opportunity to shape team culture, performance, and customer experience
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Supervisor, New Call/Follow Up Contact Center (Cox Fleet) in Sachsenburg Arbeitgeber: Cox Enterprises
Cox Automotive ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in Oklahoma eine flexible Arbeitsumgebung und die Möglichkeit bietet, remote zu arbeiten. Mit einem starken Fokus auf Mitarbeiterentwicklung und kontinuierlichem Wachstum fördert das Unternehmen eine positive Arbeitskultur, in der Teamarbeit und Engagement geschätzt werden. Zudem profitieren die Mitarbeiter von umfangreichen Sozialleistungen, einschließlich bezahltem Urlaub und Feiertagen, was die Work-Life-Balance unterstützt.
