Roadside Support Supervisor – New Calls & Follow-Ups

Cox Automotive; Oklahoma City (OK); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Seven paid holidays

Wellness benefits

Job summary

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will supervise daily operations, coaching, scheduling, and performance management to ensure top-tier customer service.

The role emphasizes accountability, teamwork, and continuous improvement, with opportunities to influence service quality and employee engagement across shifts.

Qualifications

• High School Diploma/GED and 5 years' experience in contact center environment
• 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

Leadership experience

Call center experience

Team management

Customer service

Education

High School Diploma/GED

Bachelor's degree

Master's degree

Ph.D.

Tools

Microsoft Office

Job description

Cox Automotive is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will supervise daily operations, coaching, scheduling, and performance management to ensure top-tier customer service.

The role emphasizes accountability, teamwork, and continuous improvement, with opportunities to influence service quality and employee engagement across shifts.