Roadside Support Team Lead – New Call & Follow-Up

Cox Enterprises; Arizona; On-site; USD 55,000 - 85,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team of Representatives in a fast-paced roadside assistance environment. You will oversee daily operations, performance, scheduling, coaching, training, and customer service excellence.

You will monitor performance, develop staff through coaching, manage 24/7 staffing, enforce policies, resolve escalations, and drive service improvements while engaging employees and maintaining a positive team culture.

Qualifications

• 5 years’ experience in a contact center environment.
• Strong working knowledge of Microsoft Office.
• Excellent communication 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

Coaching

Communication

Team Collaboration

Staff Scheduling

Education

High School Diploma or GED

Bachelor's degree (optional)

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a team of Representatives in a fast-paced roadside assistance environment. You will oversee daily operations, performance, scheduling, coaching, training, and customer service excellence.

You will monitor performance, develop staff through coaching, manage 24/7 staffing, enforce policies, resolve escalations, and drive service improvements while engaging employees and maintaining a positive team culture.