Lead Supervisor, 24/7 New Call & Follow-Up Center

Cox Enterprises; Kentucky; On-site; USD 52,000 - 76,000; Full time

Job summary

Cox Enterprises in Kentucky is seeking a Supervisor for the New Call/Follow Up team to guide daily operations in a fast-paced roadside assistance environment. You will coach, schedule, and develop a team to meet dispatch timeliness, productivity, and service quality targets.

As a leader, you’ll analyze trends, resolve escalated issues, and foster accountability and engagement across shifts in a 24/7 operation.

Qualifications

• 5+ years in a contact center environment.
• Strong communication and cross-team collaboration.
• Proficient in Microsoft Office and basic data handling.

Responsibilities

• Monitor team performance and coach to improve dispatch timeliness, efficiency, productivity, and service quality.
• Lead, develop, and motivate employees through coaching, training, feedback, and performance management.
• Manage scheduling and staffing for 24/7 operations to ensure coverage and responsiveness.
• Adjust staffing to meet business demands and service expectations.
• Communicate and enforce policies, procedures, and performance standards.
• Assist team members with issue resolution and escalated decisions; support customer interactions as needed.
• Analyze operational trends to identify opportunities for improvements in service and productivity.
• Foster a positive team environment and support employee engagement initiatives.
• Complete special projects and other duties as assigned.

Skills

Leadership

Coaching

Communication

Team collaboration

Education

High School Diploma/GED

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Cox Enterprises in Kentucky is seeking a Supervisor for the New Call/Follow Up team to guide daily operations in a fast-paced roadside assistance environment. You will coach, schedule, and develop a team to meet dispatch timeliness, productivity, and service quality targets.

As a leader, you’ll analyze trends, resolve escalated issues, and foster accountability and engagement across shifts in a 24/7 operation.