Roadside Support Supervisor: New Calls & Follow-Up

Cox Enterprises; Maine; On-site; USD 45,000 - 65,000; Full time

Job summary

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and uphold service excellence.

You’ll monitor performance, address escalations, and collaborate across teams to improve dispatch timeliness and productivity. The role emphasizes accountability, development, and a positive, customer-focused culture.

Qualifications

• HS diploma or GED with 5 years in a contact center.
• Strong MS Office skills.
• Excellent communication and cross-team collaboration.

Responsibilities

• Monitor team performance and coach to drive operational excellence and service quality.
• Lead and develop employees through coaching, training, and performance management.
• Manage schedules for 24/7 operations and staffing levels.
• Adjust staffing to meet business demands and service expectations.
• Communicate and enforce policies and performance standards.
• Assist team with problem resolution and escalated situations.
• Interact with customers and service providers to ensure timely handling of events.
• Analyze trends and identify opportunities for productivity improvements.
• Support employee engagement and create a positive team environment.
• Complete special projects and other duties as assigned.

Skills

Coaching

Team leadership

Communication

Scheduling

Microsoft Office

Call center

Education

High School Diploma/GED

Job description

Cox Enterprises is seeking a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will oversee daily operations, coach staff, manage schedules, and uphold service excellence.

You’ll monitor performance, address escalations, and collaborate across teams to improve dispatch timeliness and productivity. The role emphasizes accountability, development, and a positive, customer-focused culture.