Lead New Call & Follow-Up Team — 24/7 Ops Supervisor

Cox Automotive

Columbus (OH)

On-site

USD 56,000 - 83,000

Full time

8 days ago

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Benefits offered by this job

Seven paid holidays

Vacation with pay

Wellness program

Job summary

Cox Automotive in Columbus, OH is hiring a Supervisor for New Call/Follow Up to lead a dedicated team in a fast-paced roadside assistance setting. You will oversee daily operations, coaching, scheduling, and customer service excellence to meet service targets.

The role emphasizes leadership, performance management, and collaboration across teams in a dynamic environment with 24/7 coverage.

Qualifications

High School Diploma or GED plus 5 years in contact center environment; alternative combos allowed as stated in job posting.
Strong working knowledge of Microsoft Office.
Excellent communication and cross-team collaboration skills.

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 coverage in a 24/7 operation.
Adjust staffing and schedules 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 escalated situations.
Interact with customers and service providers to ensure roadside events are handled efficiently.
Analyze operational trends and identify opportunities for improvements.
Support employee engagement initiatives and create a positive team environment.
Complete special projects and other duties as assigned.