Roadside Support Team Lead - New Calls & Follow-Up

Cox Automotive; Newark (NJ); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Seven paid holidays

Wellness hours (up to 160)

Job summary

Cox Automotive in Newark, NJ is seeking a Supervisor for New Call/Follow Up to lead a 24/7 roadside assistance team. You will oversee daily operations, coaching, scheduling, and performance to ensure timely dispatch and high service quality.

The ideal candidate has a strong contact center background, excellent communication, and proven leadership. You will focus on staff development, meeting targets, and cultivating an accountable, positive team culture.

Qualifications

• High School Diploma/GED with 5 years in contact center environment; a combination of qualifications may be accepted.
• Excellent communication skills and ability to collaborate across teams.
• Strong working knowledge of Microsoft Office.

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 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 decision-making in 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 create a positive team environment.

Skills

Leadership

Coaching

People management

Communication

Education

High School Diploma or GED

Bachelor's degree

Tools

Microsoft Office

Job description

Cox Automotive in Newark, NJ is seeking a Supervisor for New Call/Follow Up to lead a 24/7 roadside assistance team. You will oversee daily operations, coaching, scheduling, and performance to ensure timely dispatch and high service quality.

The ideal candidate has a strong contact center background, excellent communication, and proven leadership. You will focus on staff development, meeting targets, and cultivating an accountable, positive team culture.