24/7 Call Center Supervisor — Lead New-Call & Follow-Up

Cox Automotive; Draper (UT); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Wellness time off

Job summary

The role emphasizes developing employees, meeting service goals, and continual process improvements within a 24/7 operation, with a base salary range and potential incentives based on performance and location.

Qualifications

• Requires a High School Diploma/GED with 5 years in a contact center; alternative: bachelor/master/PhD with adjusted experience.
• Strong knowledge of Microsoft Office and proficient communication across teams.
• Experience with coaching, training, and performance management is valued.

Responsibilities

• Monitor team performance and coach to improve dispatch timeliness, efficiency, productivity and service quality.
• Lead and develop employees through coaching, training, feedback and performance management.
• Schedule staff to cover a 24/7 operation and adjust staffing to meet demand and service expectations.
• Communicate policies, enforce standards, assist with complex problem resolution and escalation handling.
• Interact with customers and service providers to ensure efficient roadside events and service continuity.
• Analyze trends to identify opportunities for process improvements and productivity gains.
• Support employee engagement initiatives and contribute to a positive team environment.

Skills

Communication skills

Microsoft Office

Team collaboration

Education

High School Diploma/GED

Bachelor's degree + 3 years experience

Job description

The role emphasizes developing employees, meeting service goals, and continual process improvements within a 24/7 operation, with a base salary range and potential incentives based on performance and location.