Remote Call Center Supervisor, New Calls/Follow-Up

Cox Enterprises; New Hampshire; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Cox Enterprises seeks a Supervisor for New Call/Follow Up to lead a remote/hybrid team in a fast-paced roadside assistance setting. You will oversee dispatch timeliness, coaching, scheduling, training, and customer service excellence to meet operational goals.

You will develop staff through ongoing coaching, monitor performance, and ensure adherence to policies while driving improvements in service quality and efficiency.

Qualifications

• 5+ years in a contact center environment.
• Strong communication and cross-team collaboration.
• Proven leadership and coaching ability.
• Ability to manage scheduling in a 24/7 operation.

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

Leadership

Team Building

Communication

Cross-team collaboration

Problem solving

Education

High School Diploma or GED

Bachelor's degree

Master's degree

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor for New Call/Follow Up to lead a remote/hybrid team in a fast-paced roadside assistance setting. You will oversee dispatch timeliness, coaching, scheduling, training, and customer service excellence to meet operational goals.

You will develop staff through ongoing coaching, monitor performance, and ensure adherence to policies while driving improvements in service quality and efficiency.