New Call & Follow-Up Center Supervisor

Cox Automotive; Atlanta (GA); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid vacation

Seven holidays

Wellness leave 160h

Bereavement leave

Volunteer time off

Jury duty leave

Parental leave

Job summary

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will oversee daily operations, coach staff, manage 24/7 coverage, and drive service quality through performance management and problem resolution.

The role emphasizes employee development, accountability, and engagement, with potential incentives beyond base pay and a clear focus on customer experience and operational excellence.

Qualifications

• High School Diploma/GED; 5 years' experience in contact center environment or equivalent
• 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

MS Office

Communication

Team collaboration

Leadership experience

Education

High School Diploma/GED

Bachelor's degree

Master's degree

Ph.D.

Job description

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will oversee daily operations, coach staff, manage 24/7 coverage, and drive service quality through performance management and problem resolution.

The role emphasizes employee development, accountability, and engagement, with potential incentives beyond base pay and a clear focus on customer experience and operational excellence.