Roadside Support Supervisor: Coaching, Scheduling & Ops

Cox Automotive; Jackson (MS); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Seven paid holidays

Wellness program 160 hours/year

Bereavement leave

Voting leave

Jury duty leave

Volunteer time off

Job summary

Cox Automotive is seeking a Supervisor, New Call/Follow Up in Jackson, Mississippi to lead a fast-paced team in a roadside assistance environment. This role ensures daily operations, coaching, scheduling, and customer service excellence while driving efficiency and accountability.

Ideal candidates bring strong communication skills, 5+ years in a contact center, and proficiency with Microsoft Office. The position is full-time with a base salary range and incentive opportunities in a 24/7

Qualifications

• High School Diploma/GED plus 5 years' experience in a contact center or similar environment.
• Strong working knowledge of Microsoft Office (Word, Excel, Outlook).
• Excellent communication skills and the 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 coaching, training, feedback, and performance management.
• Manage employee schedules and staffing levels to ensure 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 with problem resolution and decision-making in escalated situations.
• Interact with customers and service providers to ensure roadside events are handled 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

Strong communication

Collaboration across teams

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Cox Automotive is seeking a Supervisor, New Call/Follow Up in Jackson, Mississippi to lead a fast-paced team in a roadside assistance environment. This role ensures daily operations, coaching, scheduling, and customer service excellence while driving efficiency and accountability.

Ideal candidates bring strong communication skills, 5+ years in a contact center, and proficiency with Microsoft Office. The position is full-time with a base salary range and incentive opportunities in a 24/7