Remote 24/7 New Call/Follow-Up Supervisor

Cox Enterprises; Idaho; Hybrid; USD 52,000 - 68,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a fast-paced call-center team in a roadside assistance setting. You will oversee performance, scheduling, coaching, and customer service excellence while driving engagement and accountability.

Ideal candidates bring strong communication skills, experience in contact centers, and the ability to manage 24/7 coverage. This role supports a remote/hybrid work arrangement within the United States.

Qualifications

• High School Diploma or GED with relevant experience; alternative combos allowed.
• Strong computer skills and MS Office proficiency.
• Excellent communication and collaboration across teams.

Responsibilities

• Monitor team performance and coach for efficiency, timeliness, and service quality.
• Lead, motivate and develop staff through ongoing coaching and feedback.
• Manage schedules and staffing for 24/7 operations.
• Adjust staffing to meet business demands and service levels.
• Communicate and enforce policies and standards.
• Assist team with problem resolution in escalated situations.
• Interact with customers and service providers to ensure smooth events.
• Analyze trends for service and productivity improvements.
• Support employee engagement and a positive team culture.
• Complete special projects and other duties as assigned.

Skills

Coaching

Team leadership

Microsoft Office

Communication

Cross-team collaboration

Education

High School Diploma/GED

Tools

Scheduling/workforce management tools

Job description

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a fast-paced call-center team in a roadside assistance setting. You will oversee performance, scheduling, coaching, and customer service excellence while driving engagement and accountability.

Ideal candidates bring strong communication skills, experience in contact centers, and the ability to manage 24/7 coverage. This role supports a remote/hybrid work arrangement within the United States.