New Call Center Supervisor — 24/7 Team Lead & Coach

Cox Automotive; Minneapolis (MN); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation time

7 paid holidays

Wellness benefits

Bereavement leave

Voting time off

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive in Minneapolis is seeking a Supervisor, New Call/Follow Up, to lead a team in a fast-paced roadside assistance environment, overseeing dispatch, coaching, scheduling, and performance. You will drive service quality and employee development while ensuring 24/7 coverage.

The role combines hands-on leadership with process improvement, customer service excellence, and cross-functional collaboration.

Qualifications

• High School Diploma or GED with 5 years in a contact center environment.
• Strong working knowledge of Microsoft Office.
• Excellent communication skills and ability to collaborate across teams.

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

Skills

Excellent communication

Collaboration

Coaching leadership

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Cox Automotive in Minneapolis is seeking a Supervisor, New Call/Follow Up, to lead a team in a fast-paced roadside assistance environment, overseeing dispatch, coaching, scheduling, and performance. You will drive service quality and employee development while ensuring 24/7 coverage.

The role combines hands-on leadership with process improvement, customer service excellence, and cross-functional collaboration.