Remote Call Center Supervisor – New/Follow-Up

Cox Enterprises

Vermont

Hybrid

USD 65,000 - 90,000

Full time

6 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Cox Enterprises is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. The role focuses on coaching, scheduling, and performance management to ensure dispatch timeliness and service excellence.

Responsibilities include staffing 24/7 coverage, enforcing policies, resolving escalations, and driving continuous improvement. This role emphasizes teamwork, accountability, and customer satisfaction in a remote/hybrid setting across the United

Qualifications

High School Diploma or GED plus 5 years in a contact center.
Alternative combinations: bachelor’s degree with 3 years, master’s with 1 year, or PhD with up to 1 year of experience.
Strong proficiency with Microsoft Office and cross-team collaboration.

Responsibilities

Monitor team performance and coach to drive dispatch timeliness and service quality.
Lead, motivate, and develop employees through coaching and performance management.
Manage schedules and staffing for a 24/7 operation.
Adjust staffing to meet business demands and service expectations.
Communicate and enforce company policies and standards.
Assist with problem resolution in escalated situations.
Interact with customers and service providers to handle roadside events.
Analyze trends to identify service and productivity improvements.
Support employee engagement and create a positive team environment.
Complete special projects as assigned.