Roadside Call Center Supervisor – New/Follow Up

Cox Automotive; Omaha (NE); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid holidays

Wellness time

Paid time off

Comprehensive benefits

Job summary

Cox Automotive is seeking a Supervisor, New Call/Follow Up to lead and support a team in a fast-paced roadside assistance environment. You will oversee daily operations, coaching, scheduling, and customer service excellence.

Requirements include a High School Diploma or GED with 5 years in a contact center, or a combination of degrees and experience. Strong Microsoft Office skills and collaboration across teams are essential.

Qualifications

• High School Diploma/GED and 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 provide coaching 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

Communication skills

Collaboration

Microsoft Office

Education

High School Diploma/GED

Bachelor's degree (any)

Master's degree (any)

PhD

Tools

Microsoft Office

Job description

Cox Automotive is seeking a Supervisor, New Call/Follow Up to lead and support a team in a fast-paced roadside assistance environment. You will oversee daily operations, coaching, scheduling, and customer service excellence.

Requirements include a High School Diploma or GED with 5 years in a contact center, or a combination of degrees and experience. Strong Microsoft Office skills and collaboration across teams are essential.