Roadside Support Center Supervisor — Lead & Coach 24/7 Team

Cox Automotive; Nashville (TN); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

7 paid holidays

Wellness time 160 hours/year

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive in Nashville leads a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment. The Supervisor oversees daily operations, coaching, training, scheduling, and customer service excellence to achieve goals while developing staff.

The role requires a high school diploma or GED with years in a contact center and strong communication skills. Competitive base salary and benefits are offered in a 24/7 operation.

Qualifications

• High school diploma or GED required; 5 years in a contact center preferred.
• Strong Microsoft Office knowledge.
• Excellent communication and cross-team collaboration.

Responsibilities

• Monitor team performance and coach to drive excellence, dispatch timeliness, efficiency, productivity, and service quality.
• Lead, motivate, and develop employees through coaching, training, feedback, and performance management.
• Manage employee schedules and staffing for a 24/7 operation.
• Adjust staffing to meet business needs and service expectations.
• Communicate and enforce company policies and performance standards.
• Assist team with problem resolution and escalated decisions.
• Interact with customers and service providers to ensure efficient roadside events.
• Analyze trends and identify opportunities for service/productivity improvements.
• Support employee engagement and create a positive team environment.
• Complete special projects and other duties as assigned.

Skills

Communication skills

Microsoft Office

Team collaboration

Education

High School Diploma/GED

Bachelor's degree (optional)

Job description

Cox Automotive in Nashville leads a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment. The Supervisor oversees daily operations, coaching, training, scheduling, and customer service excellence to achieve goals while developing staff.

The role requires a high school diploma or GED with years in a contact center and strong communication skills. Competitive base salary and benefits are offered in a 24/7 operation.