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

Cox Enterprises; Pennsylvania; On-site; USD 60,000 - 90,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance setting. You will oversee daily operations, coach staff, and manage scheduling to ensure 24/7 coverage and service excellence.

The role requires strong communication, team leadership, and experience in a contact center environment, with a focus on performance metrics and customer satisfaction.

Qualifications

• High School Diploma or GED and 5 years in a contact center environment.
• Alternative: bachelor’s degree with 3 years of experience; master’s with 1 year; or Ph.D. with up to 1 year of experience.
• Strong working knowledge of Microsoft Office and cross-team collaboration.

Responsibilities

• Monitor team performance and coach to improve dispatch timeliness, efficiency, productivity, and service quality.
• Lead, motivate and develop employees through coaching, training, and performance management.
• Manage employee schedules and staffing to cover a 24/7 operation.
• Adjust staffing to meet business demands and service expectations.
• Communicate and enforce company policies, procedures, and performance standards.
• Assist team members with problem resolution and escalated decisions.

Skills

Team Leadership

Coaching

Scheduling

Communication

Microsoft Office

Call Center

Performance Metrics

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance setting. You will oversee daily operations, coach staff, and manage scheduling to ensure 24/7 coverage and service excellence.

The role requires strong communication, team leadership, and experience in a contact center environment, with a focus on performance metrics and customer satisfaction.