Roadside Support Team Lead – New Call/Follow Up

Cox Automotive; Cherryville (NC); On-site; USD 56,000 - 83,000; Full time

Job summary

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

Responsibilities include monitoring team performance, resolving escalations, and collaborating with other teams to improve dispatch timeliness and productivity. Applicants should have a strong customer-service background and leadership experience.

Qualifications

• High School Diploma or GED and 5 years in a contact center.
• Strong knowledge of Microsoft Office.
• Excellent communication and cross-team collaboration.

Responsibilities

• Lead and support a team of New Call/Follow Up Representatives in a 24/7 roadside operation.
• Coach, train, and manage staff performance and scheduling.
• Monitor performance, dispatch timeliness, and service quality.
• Escalate complex issues and drive process improvements.
• Foster engagement and a positive team culture.

Skills

Contact center experience

Microsoft Office

Communication skills

Team collaboration

Education

High School Diploma / GED

Bachelor’s degree (alternative)

Master’s degree (alternative)

PhD (alternative)

Job description

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

Responsibilities include monitoring team performance, resolving escalations, and collaborating with other teams to improve dispatch timeliness and productivity. Applicants should have a strong customer-service background and leadership experience.