Remote Call Center Supervisor – New/Follow-Up

Cox Enterprises; Nebraska; Remote; USD 65,000 - 90,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead and support a team in a fast-paced roadside assistance environment. This role focuses on daily operations, coaching, scheduling, and customer service excellence from a primarily remote US setting.

The ideal candidate will have a strong background in contact center leadership, excellent communication skills, and the ability to drive performance while fostering a positive team culture.

Qualifications

• 5 years’ experience in a contact center environment; alternative combos allowed per job post.
• Strong working knowledge of Microsoft Office.
• Excellent communication and collaboration across teams.

Responsibilities

• Monitor team performance and coach 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 coverage in a 24/7 operation.
• Adjust staffing and schedules to meet business demands and service expectations.
• Communicate and enforce company policies, procedures, and performance standards.
• Interact with customers and service providers to ensure events are handled efficiently.
• Analyze operational trends and identify opportunities for improvements.
• Support employee engagement initiatives and create a positive team environment.
• Complete special projects as assigned.

Skills

Team leadership

Coaching

Communication

Collaboration across teams

Scheduling

Education

High School Diploma or GED

Bachelor’s degree (optional with less experience)

Tools

Microsoft Office Suite

Job description

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead and support a team in a fast-paced roadside assistance environment. This role focuses on daily operations, coaching, scheduling, and customer service excellence from a primarily remote US setting.

The ideal candidate will have a strong background in contact center leadership, excellent communication skills, and the ability to drive performance while fostering a positive team culture.