Remote Call Center Supervisor: New/Follow-Up

Cox Enterprises; Cherryville (NC); Híbrido; USD 65 000 - 85 000; Tempo integral

Resumo da oferta

Cox Enterprises is seeking a Supervisor for New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and ensure high-quality customer service in a 24/7 environment.

You will drive performance, develop employees, enforce standards, and collaborate across departments to improve service and productivity. This role requires strong communication and problem-solving skills and a commitment to employee engagement.

Qualificações

• 5 years’ experience in contact center environment.
• Excellent communication skills and ability to collaborate across teams.
• Strong working knowledge of Microsoft Office.

Responsabilidades

• 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.

Conhecimentos

Excellent communication skills

Contact center experience

Formação académica

High School Diploma/GED

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Cox Enterprises is seeking a Supervisor for New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and ensure high-quality customer service in a 24/7 environment.

You will drive performance, develop employees, enforce standards, and collaborate across departments to improve service and productivity. This role requires strong communication and problem-solving skills and a commitment to employee engagement.