Remote Call Center Supervisor - New & Follow-Up

Cox Enterprises; Alaska; Hybrid; USD 55,000 - 65,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will coach, train, and manage performance while ensuring high service quality and timely dispatch across a 24/7 operation.

The role emphasizes collaboration across teams, scheduling, and process improvements. Remote/hybrid options apply based on location within the United States, with a focus on delivering excellent customer experiences.

Qualifications

• 5 years’ experience in contact center environment.
• Excellent communication and collaboration skills.

Responsibilities

• Monitor and coach team to improve dispatch timeliness and service quality.
• Lead, mentor, and manage staff through performance feedback.
• Schedule staffing for a 24/7 operation to ensure coverage.
• Enforce policies and performance standards.
• Resolve escalated issues with customers and providers.
• Analyze trends to identify productivity improvements.
• Foster employee engagement and a positive team culture.
• Complete special projects as assigned.

Skills

Communication

Team collaboration

Coaching

Education

High School Diploma/GED

Bachelor's degree

Tools

Microsoft Office

Job description

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will coach, train, and manage performance while ensuring high service quality and timely dispatch across a 24/7 operation.

The role emphasizes collaboration across teams, scheduling, and process improvements. Remote/hybrid options apply based on location within the United States, with a focus on delivering excellent customer experiences.