Roadside Support Center Supervisor — Coaching & Dispatch

Cox Automotive; Burlington (VT); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Paid holidays

Wellness days

Bereavement leave

Vote leave

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will monitor performance, coach staff, and manage schedules in a 24/7 operation to ensure top service standards.

The role requires a strong background in contact centers, excellent communication, and the ability to develop a performance-driven team focused on customer satisfaction and operational efficiency.

Qualifications

• High School Diploma or GED with 5 years' contact center experience (or equivalent combinations).
• Strong working knowledge of Microsoft Office.
• Excellent communication and ability to collaborate across teams.

Responsibilities

• Monitor team performance and coach to drive operational excellence and service quality.
• Lead scheduling and staffing for a 24/7 operation.
• Manage staffing levels and provide ongoing coaching and development.
• Communicate policies and standards, and support escalation decisions.
• Analyze trends to identify opportunities for productivity improvements.
• Support employee engagement and a positive team environment.

Skills

Leadership experience

Coaching

Communication

Team collaboration

Education

High School Diploma/GED

Bachelor's degree

Master's degree

PhD

Tools

Microsoft Office

Job description

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will monitor performance, coach staff, and manage schedules in a 24/7 operation to ensure top service standards.

The role requires a strong background in contact centers, excellent communication, and the ability to develop a performance-driven team focused on customer satisfaction and operational efficiency.