Team Lead, New Call & Follow-Up Center

Cox Automotive; Cheyenne (WY); On-site; USD 56,000 - 83,000; Full time

Benefits offered by this job

Seven paid holidays

Wellness time off (up to 160 hours)

Bereavement leave

Voting leave

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive seeks a Supervisor, New Call/Follow Up to lead a 24/7 roadside assistance team, overseeing dispatch, coaching, scheduling, and performance. You will drive service quality and staff development, ensuring customer expectations are met while fostering engagement and operational excellence.

Strong communication and collaboration across teams are essential as you manage shifts and workload in a dynamic environment.

Qualifications

• Minimum 5 years' experience in contact center environment
• Strong working knowledge of Microsoft Office
• Excellent communication skills and ability to collaborate across teams
• Experience with workforce management, performance metrics, and coaching is preferred

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

Team leadership

Communication skills

Coaching

Education

High School Diploma/GED

Bachelor's degree

Master's degree

Ph.D.

Tools

Microsoft Office

Job description

Cox Automotive seeks a Supervisor, New Call/Follow Up to lead a 24/7 roadside assistance team, overseeing dispatch, coaching, scheduling, and performance. You will drive service quality and staff development, ensuring customer expectations are met while fostering engagement and operational excellence.

Strong communication and collaboration across teams are essential as you manage shifts and workload in a dynamic environment.