Remote Team Lead – New Call & Follow-Up (24/7)

Cox Enterprises; Manchester (NH); Remote; USD 56,000 - 83,000; Full time

Benefits offered by this job

Remote options

Holiday and wellness benefits

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a 24/7 roadside assistance team and ensure high levels of service. You will supervise daily operations, coaching, scheduling, and performance management to drive excellence.

This remote/hybrid role supports flexibility and requires strong communication, with a base salary range of $55,600 to $83,400 per year. Schedule is Wed-Sat, 8:00pm–7:00am ET.

Qualifications

• High School Diploma or GED with 5+ years in a contact center.
• Strong working knowledge of Microsoft Office.
• Excellent communication and cross-team collaboration.

Responsibilities

• Monitor team performance and coach for dispatch timeliness and service quality.
• Lead, motivate, and develop employees through coaching and feedback.
• Manage schedules to cover a 24/7 operation.
• Adjust staffing to meet business demands and service expectations.
• Enforce company policies and performance standards.
• Assist with problem resolution in escalated situations.
• Interact with customers and service providers to ensure efficient handling.
• Analyze trends for service and productivity improvements.
• Support employee engagement and a positive team environment.
• Complete special projects as assigned.

Skills

MS Office

Communication

Teamwork

Education

High School Diploma/GED

Job description

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a 24/7 roadside assistance team and ensure high levels of service. You will supervise daily operations, coaching, scheduling, and performance management to drive excellence.

This remote/hybrid role supports flexibility and requires strong communication, with a base salary range of $55,600 to $83,400 per year. Schedule is Wed-Sat, 8:00pm–7:00am ET.