Remote/Hybrid Contact Center Supervisor — Coaching & 24/7 Ops

Cox Automotive Canada; Cherryville (NC); Hybrid; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness hours

Bereavement leave

Voting leave

Job summary

Cox Automotive Canada is seeking a Supervisor, New Call/Follow Up, to lead a fast-paced roadside assistance team. You will oversee daily operations, coaching, scheduling, and performance management to ensure service excellence.

This role supports a 24/7 operation, with remote work options and hybrid arrangements within the Cherryville area. Strong communication, teamwork, and a track record in contact centers are essential for success.

Qualifications

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

Communication

Collaboration

Microsoft Office

Education

High School Diploma/GED

Bachelor's degree (optional)

Tools

Microsoft Office

Job description

Cox Automotive Canada is seeking a Supervisor, New Call/Follow Up, to lead a fast-paced roadside assistance team. You will oversee daily operations, coaching, scheduling, and performance management to ensure service excellence.

This role supports a 24/7 operation, with remote work options and hybrid arrangements within the Cherryville area. Strong communication, teamwork, and a track record in contact centers are essential for success.