Remote Supervisor – New Call/Follow Up (24/7 Center)

Cox Enterprises; Delaware; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance setting. You will oversee daily operations, coach staff, manage schedules, and ensure exceptional customer service and operational performance.

The role emphasizes employee development, accountability, and engagement, with responsibility for performance management, policy enforcement, and collaboration across teams to meet service goals.

Qualifications

• High School Diploma or GED with 5 years’ experience in a contact center environment or an equivalent combination of education/experience.
• Strong working knowledge of Microsoft Office.
• Excellent communication skills and ability to collaborate across teams.

Responsibilities

• Monitor team performance and provide coaching to drive operational excellence in 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.
• 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

Communication skills

Collaboration across teams

Education

High School Diploma or GED

Bachelor’s degree

Master’s degree

Ph.D.

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 setting. You will oversee daily operations, coach staff, manage schedules, and ensure exceptional customer service and operational performance.

The role emphasizes employee development, accountability, and engagement, with responsibility for performance management, policy enforcement, and collaboration across teams to meet service goals.