Remote Supervisor: New Call & Follow-Up Center

Cox Enterprises; Oregon; Remote; USD 55,000 - 75,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a fast-paced contact center team in a remote setup across the United States. The role focuses on coaching, scheduling, performance management, and customer service excellence in a 24/7 operation.

You will drive operational improvements, monitor metrics, and develop staff through training and feedback while ensuring policy adherence and collaboration across teams.

Qualifications

• High School Diploma/GED and 5 years’ experience in contact center environment. The right candidate could also have a different combination, such as a bachelor’s degree and 3 years’ experience; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
• 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

Excellent communication

Coaching

Microsoft Office

Education

High School Diploma/GED

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a fast-paced contact center team in a remote setup across the United States. The role focuses on coaching, scheduling, performance management, and customer service excellence in a 24/7 operation.

You will drive operational improvements, monitor metrics, and develop staff through training and feedback while ensuring policy adherence and collaboration across teams.