Call Center Supervisor – New/Follow-Up Operations

Cox Automotive; Indianapolis (IN); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness program

Bereavement leave

Voting time off

Job summary

Cox Automotive in Indianapolis is seeking a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance center. You will oversee daily operations, coach staff, manage schedules, and ensure customer service excellence.

The role focuses on developing employees, enforcing standards, handling escalations, and analyzing trends to improve service quality in a 24/7 environment. Competitive salary and benefits.

Qualifications

• Requires High School Diploma or GED with 5 years in a contact center.
• Strong communication skills and ability to collaborate across teams.
• Experience coaching and developing employees.

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.

Skills

Communication

Team collaboration

Coaching

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Cox Automotive in Indianapolis is seeking a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance center. You will oversee daily operations, coach staff, manage schedules, and ensure customer service excellence.

The role focuses on developing employees, enforcing standards, handling escalations, and analyzing trends to improve service quality in a 24/7 environment. Competitive salary and benefits.