Lead, New Call & Follow-Up Center Supervisor

Cox Automotive; Fargo (ND); On-site; USD 56,000 - 83,000; Full time

Job summary

Cox Automotive seeks a Supervisor for New Call/Follow Up to lead a 24/7 team in a fast-paced roadside assistance environment. You will coach staff, manage schedules, and drive performance while delivering excellent customer service.

The role emphasizes leadership, coaching, and process improvement, with a base salary in the listed range and a potential incentive program. Applicants must be authorized to work in the United States.

Qualifications

• High School Diploma/GED plus 5 years in contact center environment or equivalent.
• Strong knowledge of Microsoft Office and excellent communication with cross-team collaboration.
• Leadership or supervisory experience is preferred; workforce management and coaching are pluses.

Responsibilities

• Monitor team performance and coach to drive dispatch timeliness, efficiency, productivity, and service quality.
• Lead, motivate, and develop employees through coaching, training, feedback, and performance management.
• Manage employee schedules and staffing for a 24/7 operation.
• Adjust staffing to meet business demands and service expectations.
• Communicate and enforce company policies, procedures, and performance standards.
• Assist team with problem resolution in complex or escalated situations.
• Interact with customers and service providers to ensure effective roadside events.
• Analyze operational trends and identify opportunities for improvements.
• Support employee engagement and create a positive team environment.
• Complete special projects as assigned.

Skills

Communication skills

Team collaboration

Coaching and leadership

Education

High School Diploma/GED

Bachelor's degree

Master's degree

PhD

Tools

Microsoft Office

Job description

Cox Automotive seeks a Supervisor for New Call/Follow Up to lead a 24/7 team in a fast-paced roadside assistance environment. You will coach staff, manage schedules, and drive performance while delivering excellent customer service.

The role emphasizes leadership, coaching, and process improvement, with a base salary in the listed range and a potential incentive program. Applicants must be authorized to work in the United States.