Roadside Support Team Lead – 24/7 Dispatch & Coaching

Cox Enterprises; Cherryville (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Cox Enterprises in Cherryville, NC is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment, overseeing daily operations, scheduling, coaching, and customer service excellence.

The ideal candidate will have strong communication, experience in contact centers, and the ability to manage staffing in a 24/7 operation, with a focus on performance, accountability, and employee engagement.

Qualifications

• High School Diploma/GED and 5 years’ experience in a contact center environment or an equivalent combination of education/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 dispatch timeliness, efficiency, productivity, and service quality.
• Lead, motivate, and develop employees through coaching, training, feedback, and performance management.
• Manage employee schedules and staffing levels to ensure coverage in a 24/7 operation.
• 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 roadside events are handled appropriately.
• Analyze operational trends and identify opportunities for improvements.
• Support employee engagement initiatives and contribute to a positive team environment.
• Complete special projects and other duties as assigned.

Skills

Communication skills

Team collaboration

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Cox Enterprises in Cherryville, NC is seeking a Supervisor for New Call/Follow Up to lead a team in a fast-paced roadside assistance environment, overseeing daily operations, scheduling, coaching, and customer service excellence.

The ideal candidate will have strong communication, experience in contact centers, and the ability to manage staffing in a 24/7 operation, with a focus on performance, accountability, and employee engagement.