Roadside Support Supervisor: New Call & Follow-Up

Cox Automotive; Bridgeport (CT); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

7 paid holidays annually

Wellness program

Bereavement and jury duty leave

Job summary

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a dedicated team in a fast-paced roadside assistance environment. You will oversee daily operations, coaching, scheduling, training, and service quality while promoting accountability and employee engagement.

The role requires a High School Diploma or GED with 5 years in a contact center (or a higher degree with less experience). Strong Microsoft Office skills and excellent communication are essential.

Qualifications

• 5 years' experience in a contact center environment or an equivalent combination of education and experience.
• 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

Microsoft Office

Communication skills

Education

High School Diploma / GED

Bachelor's degree (preferred)

Job description

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a dedicated team in a fast-paced roadside assistance environment. You will oversee daily operations, coaching, scheduling, training, and service quality while promoting accountability and employee engagement.

The role requires a High School Diploma or GED with 5 years in a contact center (or a higher degree with less experience). Strong Microsoft Office skills and excellent communication are essential.