Roadside Support Team Lead—New Call/Follow Up

Cox Automotive; Tallahassee (FL); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness benefits

Bereavement leave

Voting leave

Jury duty leave

Volunteer time off

Parental leave

Job summary

Cox Automotive seeks an experienced Supervisor, New Call/Follow Up to lead a 24/7 team in a fast-paced roadside assistance environment. You will coach, schedule, and develop staff while driving service quality and operational excellence.

You will monitor performance, enforce standards, analyze trends, and collaborate across teams to improve dispatch efficiency and customer experience. This role emphasizes leadership and accountable teamwork.

Qualifications

• Minimum of a high school diploma or GED; 5 years in a contact center.
• Strong Microsoft Office skills.
• Excellent communication and collaboration across teams.

Responsibilities

• Monitor team performance and coach 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 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 escalated situations.
• Interact with customers and service providers to ensure roadside events are handled 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

Communication

Team collaboration

Coaching

Leadership

Education

High School Diploma or GED

Bachelor's degree preferred

Master's degree beneficial

Tools

Microsoft Office

Job description

Cox Automotive seeks an experienced Supervisor, New Call/Follow Up to lead a 24/7 team in a fast-paced roadside assistance environment. You will coach, schedule, and develop staff while driving service quality and operational excellence.

You will monitor performance, enforce standards, analyze trends, and collaborate across teams to improve dispatch efficiency and customer experience. This role emphasizes leadership and accountable teamwork.