Supervisor, New Call/Follow Up Contact Center (Cox Fleet)

Cox Automotive; Phoenix (AZ); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Vacation with pay

Seven paid holidays

Paid wellness time

Job summary

Cox Automotive in Phoenix, AZ seeks a Supervisor, New Call/Follow Up to lead a 24/7 call-center team, coach staff, schedule shifts, and drive service quality. You will ensure dispatch timeliness, productivity, and customer care while guiding employees through coaching and performance management.

The role emphasizes policy enforcement and cross-team collaboration. The position offers a base salary range of USD 55,600.00 to 83,400.00 per year, with incentive programs and comprehensive benefits.

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

Communication skills

Leadership experience

Workforce management

Education

High School Diploma/GED + 5 years' experience

Tools

Microsoft Office

Job description

The Supervisor, New Call/Follow Up is responsible for leading and supporting a team of New Call/Follow Up Representatives within a fast-paced roadside assistance environment. This role oversees daily operations, employee performance, scheduling, coaching, training, and customer service excellence. The Supervisor ensures operational goals are achieved while fostering employee development, accountability, and engagement.

Essential Duties and 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.

Minimum Qualifications

• High School Diploma/GED and 5 years' experience in contact center environment. The right candidate could also have a different combination, such as a bachelor's degree and 3 years' experience; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
• Strong working knowledge of Microsoft Office
• Excellent communication skills and ability to collaborate across teams

Preferred Qualifications

• Prior leadership or supervisory experience
• Experience with workforce management, performance metrics, and coaching
• Degree strongly desired

Why Join Us?

• Lead a team that makes a real difference for customers every day
• Work in an environment that values accountability, teamwork, and continuous improvement
• Opportunity to shape team culture, performance, and customer experience

USD 55,600.00 - 83,400.00 per year

Compensation

Compensation includes a base salary in the range of $55,600.00 - $83,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Application Deadline: 10/02/2026

EOE, including disability/vets