Contact Center Supervisor: New Call/Follow Up | 24/7 Ops

Cox Enterprises; New York (NY); Vor Ort; USD 56.000 - 83.000; Vollzeit

Benefits dieser Stelle

Paid time off

Paid holidays

Wellness hours

Parental leave

Zusammenfassung

Cox Enterprises is seeking a Supervisor for the New Call/Follow Up Contact Center within Cox Fleet in New York. You will lead a team in a fast-paced roadside assistance environment, overseeing scheduling, coaching, and daily operations to ensure top service quality.

You will drive performance, manage staffing for a 24/7 operation, and partner with teams to meet goals while fostering development and engagement. Strong leadership and communication are essential.

Qualifikationen

• High School Diploma or GED with 5 years in a contact center, or equivalent mix of degree/experience.
• Strong skills in communication and cross-team collaboration.
• Experience in leading or supervising teams is preferred.

Aufgaben

• Monitor team performance and provide coaching to drive efficiency and service quality.
• Lead, motivate and develop employees through coaching and performance management.
• Manage schedules and staffing for 24/7 operation to ensure coverage.
• Enforce policies and support issue resolution in escalated situations.
• Interact with customers and providers to handle roadside events effectively.
• Analyze trends to identify service and productivity improvements.
• Support employee engagement and maintain a positive team environment.
• Complete special projects as assigned.

Kenntnisse

Leadership

Communication

Team collaboration

Coaching

Ausbildung

High School Diploma/GED

Alternative combinations (Bachelor’s/Master’s/PhD)

Tools

Microsoft Office

Jobbeschreibung

Cox Enterprises is seeking a Supervisor for the New Call/Follow Up Contact Center within Cox Fleet in New York. You will lead a team in a fast-paced roadside assistance environment, overseeing scheduling, coaching, and daily operations to ensure top service quality.

You will drive performance, manage staffing for a 24/7 operation, and partner with teams to meet goals while fostering development and engagement. Strong leadership and communication are essential.