Roadside Call Center Supervisor – Lead & Optimize

Cox Automotive; New Orleans (LA); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness hours

Job summary

Cox Automotive's New Orleans-based Supervisor, New Call/Follow Up leads a team in a fast-paced roadside assistance environment, overseeing daily operations, scheduling, coaching, and customer service excellence.

You will drive performance, develop staff, handle escalations, analyze trends, and collaborate across teams to meet service goals. A strong background in contact center leadership and cross-functional communication is required.

Qualifications

• High School Diploma or GED with 5 years in a contact center environment (or equivalent combos).
• Strong working knowledge of Microsoft Office.
• Excellent communication and cross-team collaboration skills.

Responsibilities

• Monitor team performance and coach to drive operational excellence and service quality.
• Lead, motivate, and develop staff through coaching and performance management.
• Schedule staff for 24/7 operations and adjust coverage as needed.
• Enforce policies and guide decision-making in escalated situations.
• Engage with customers and service providers to ensure timely roadside events.
• Analyze trends to identify opportunities for improvements.
• Support employee engagement and complete special projects.

Skills

Microsoft Office

Communication

Education

High School Diploma or GED

Job description

Cox Automotive's New Orleans-based Supervisor, New Call/Follow Up leads a team in a fast-paced roadside assistance environment, overseeing daily operations, scheduling, coaching, and customer service excellence.

You will drive performance, develop staff, handle escalations, analyze trends, and collaborate across teams to meet service goals. A strong background in contact center leadership and cross-functional communication is required.