Remote 24/7 Call Center Supervisor — New/Follow-Up

Cox Enterprises; Louisiana; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Cox Enterprises seeks a Supervisor for New Call/Follow Up to lead and support a fast-paced call center team in a roadside assistance environment. You will oversee daily operations, coaching, scheduling, and customer service excellence to drive performance and engagement.

The role requires 5 years in a contact center, strong Microsoft Office skills, and the ability to manage 24/7 coverage. This position is fully remote for some regions and hybrid near Cherryville, NC, with US-based work policies.

Qualifications

• HS Diploma/GED with 5 years' contact center experience.
• Bachelor's degree with 3 years' experience; Master's with 1 year; PhD with up to 1 year.
• Strong Microsoft Office skills and excellent communication.

Responsibilities

• Monitor team performance and coach to drive dispatch timeliness, efficiency, productivity and service quality.
• Lead, motivate and develop employees through coaching, training, feedback, and performance management.
• Manage employee schedules and staffing levels to ensure 24/7 coverage.
• Adjust staffing and schedules to meet business demands and service expectations.
• Communicate and enforce company policies, procedures and performance standards.
• Assist team with problem resolution and escalated situations.
• Interact with customers and service providers to handle roadside events efficiently.
• Analyze operational trends and identify improvements for service and productivity.
• Support employee engagement initiatives and create a positive team environment.
• Complete special projects and other duties as assigned.

Skills

Communication skills

Collaboration

Leadership

Education

High School Diploma/GED

Bachelor's degree

Master's degree

PhD

Degree strongly desired

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor for New Call/Follow Up to lead and support a fast-paced call center team in a roadside assistance environment. You will oversee daily operations, coaching, scheduling, and customer service excellence to drive performance and engagement.

The role requires 5 years in a contact center, strong Microsoft Office skills, and the ability to manage 24/7 coverage. This position is fully remote for some regions and hybrid near Cherryville, NC, with US-based work policies.