Roadside Support Team Lead - New Call & Follow-Up

Cox Enterprises; Nebraska; On-site; USD 52,000 - 72,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will coach staff, manage daily operations, and ensure high standards of customer service in a 24/7 environment.

Qualifications include 5 years in a contact center, strong communication, and experience with workforce management. A High School Diploma or GED is required; additional degrees are a plus.

Qualifications

• 5 years’ experience in a contact center environment (or equivalent combination).
• Strong written and verbal communication skills and collaboration across teams.
• Proven ability to coach and develop employees.

Responsibilities

• Monitor team performance and coach to drive dispatch timeliness, efficiency and service quality.
• Lead, motivate and develop employees through coaching, training and performance management.
• Manage staffing and scheduling for a 24/7 operation and adjust as needed to meet business needs.
• Communicate policies and standards and assist with problem resolution in escalated situations.
• Analyze trends to identify opportunities for service and productivity improvements.

Skills

Contact center experience

Excellent communication

Team collaboration

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Cox Enterprises seeks a Supervisor, New Call/Follow Up to lead a fast-paced roadside assistance team. You will coach staff, manage daily operations, and ensure high standards of customer service in a 24/7 environment.

Qualifications include 5 years in a contact center, strong communication, and experience with workforce management. A High School Diploma or GED is required; additional degrees are a plus.