Roadside Support Team Lead | 24/7 Contact Center

Cox Enterprises; California (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will oversee daily scheduling, coaching, performance management, and customer service quality to ensure service levels meet company goals.

The role emphasizes collaboration across teams, workforce planning for 24/7 coverage, and driving improvements through analysis of operational trends. Strong communication and Microsoft Office proficiency are essential to succeed.

Qualifications

• High School Diploma or GED; 5 years in a contact center is acceptable in lieu of a degree.
• Strong communication and collaboration across teams.
• Experience with workforce management and coaching is a plus.

Responsibilities

• Monitor team performance and coach to drive operational excellence.
• Lead and develop employees through ongoing coaching, training, feedback, and performance management.
• Manage employee schedules and staffing levels to ensure 24/7 coverage.
• Adjust staffing and schedules to meet business demands and service expectations.
• Communicate and enforce company policies, procedures, and performance standards.
• Assist team members with problem resolution and escalated situations.
• Interact with customers and service providers to ensure timely handling of roadside events.
• 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

Team leadership

Coaching

Staff scheduling

Customer service

Analytical skills

Education

High School Diploma or GED

Bachelor's degree (preferred)

Master's degree (preferred)

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team in a fast-paced roadside assistance environment. You will oversee daily scheduling, coaching, performance management, and customer service quality to ensure service levels meet company goals.

The role emphasizes collaboration across teams, workforce planning for 24/7 coverage, and driving improvements through analysis of operational trends. Strong communication and Microsoft Office proficiency are essential to succeed.