Roadside Support Team Supervisor & Coach

Cox Automotive; Huntsville (AL); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Paid holidays

Wellness hours

Job summary

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

The role emphasizes employee development, accountability, and engagement while coordinating with service providers to resolve escalated issues and improve dispatch efficiency.

Qualifications

• High School Diploma/GED and 5 years' experience in contact center environment.
• Strong working knowledge of Microsoft Office.
• Excellent communication skills 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

Coaching

Team leadership

Communication

Problem-solving

Education

High School Diploma or GED

Bachelor’s degree preferred

Master’s degree preferred

PhD optional

Tools

Microsoft Office

Job description

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

The role emphasizes employee development, accountability, and engagement while coordinating with service providers to resolve escalated issues and improve dispatch efficiency.