Lead, New Call & Follow-Up – Roadside Support Center

Cox Automotive; Billings (MT); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Seven paid holidays

Wellness stipend

Job summary

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

The role emphasizes employee development, accountability, and engagement while maintaining performance against service level goals. Eligible to work in the United States and based in Billings, MT.

Qualifications

• High School Diploma/GED and 5 years in a contact center, or an equivalent combination of education and experience.
• Strong working knowledge of Microsoft Office.
• Excellent communication skills and ability to collaborate across teams.

Responsibilities

• Lead a team of New Call/Follow Up Representatives in a 24/7 roadside assistance environment.
• Monitor performance, coach, and develop staff to drive service quality and productivity.
• Manage scheduling and staffing to ensure coverage and adherence to service levels.
• Communicate policies and assist with problem resolution in escalated situations.
• Analyze operations to identify trends and opportunities for improvement.

Skills

Excellent communication

Team collaboration

Microsoft Office

Education

High School Diploma or GED

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

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

The role emphasizes employee development, accountability, and engagement while maintaining performance against service level goals. Eligible to work in the United States and based in Billings, MT.