24/7 New Call Center Supervisor — Lead & Coach Team

Cox Automotive; Virginia Beach (VA); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Seven paid holidays

Up to 160 hours paid wellness

Bereavement leave

Paid time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive in Virginia Beach is seeking a Supervisor for New Call/Follow Up to lead a fast-paced team, oversee daily operations, and drive service excellence. You will coach staff, manage schedules for 24/7 coverage, and ensure adherence to policies and performance standards.

The ideal candidate has 5+ years in contact center settings, strong Microsoft Office skills, and a track record of team leadership. Position offers base salary and potential incentives in a dynamic environment.

Qualifications

• High School Diploma or GED required; other combinations acceptable per policy.
• Strong working knowledge of Microsoft Office and excellent written and verbal communication.
• Ability to collaborate across teams to deliver service excellence.

Responsibilities

• Monitor team performance and coach to improve dispatch timeliness, efficiency, productivity, and quality.
• Lead, motivate, and develop employees through coaching and feedback.
• Manage schedules and staffing for a 24/7 operation to ensure coverage.
• Enforce company policies and performance standards; resolve escalated issues.
• Interact with customers and service providers to ensure smooth roadside events.
• Analyze trends to identify service and productivity improvements.
• Support employee engagement and team culture initiatives.

Skills

Microsoft Office

Communication skills

Team collaboration

Education

High School Diploma or GED

Bachelor's degree (preferred)

Job description

Cox Automotive in Virginia Beach is seeking a Supervisor for New Call/Follow Up to lead a fast-paced team, oversee daily operations, and drive service excellence. You will coach staff, manage schedules for 24/7 coverage, and ensure adherence to policies and performance standards.

The ideal candidate has 5+ years in contact center settings, strong Microsoft Office skills, and a track record of team leadership. Position offers base salary and potential incentives in a dynamic environment.