Roadside Support Supervisor — New Call & Follow-Up

Cox Automotive; Boise (ID); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid holidays

Paid wellness time off (up to 160 hrs/

Bereavement leave

Job summary

Cox Automotive seeks a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and ensure top-notch customer service.

Responsibilities include monitoring performance, coaching, and adjusting staffing for 24/7 coverage, while enforcing policies and driving improvements. This role emphasizes engagement and collaboration across shifts.

Qualifications

• High School Diploma or GED with 5+ years in a contact center, or a Bachelor’s with 3+ years, or a Master’s with 1+ year, or a PhD with up to 1 year.
• Strong working knowledge of Microsoft Office and collaboration across teams.
• Excellent communication skills and ability to collaborate across teams.

Responsibilities

• Monitor team performance and coach to drive dispatch timeliness, productivity, and service quality.
• Lead, motivate, and develop employees through coaching, training, feedback and performance management.
• Manage schedules and staffing to ensure 24/7 coverage and staffing flexibility.
• Adjust staffing 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 timely roadside events.
• Analyze operational trends and identify opportunities for improvements.
• Support employee engagement initiatives and foster a positive team environment.
• Complete special projects as assigned.

Skills

Leadership

Coaching

Communication

Teamwork

Scheduling

Education

High School Diploma/GED

Bachelor's degree or higher

Tools

Microsoft Office

Job description

Cox Automotive seeks a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and ensure top-notch customer service.

Responsibilities include monitoring performance, coaching, and adjusting staffing for 24/7 coverage, while enforcing policies and driving improvements. This role emphasizes engagement and collaboration across shifts.