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

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 Schedule Wednesday - Saturday 8:00pm - 7:00am ET Work Arrangement This position requires all work to be performed within the United States. This position is fully remote for those living outside of a 30-mile radius of 300 Commerce Dr, Cherryville, NC This position is hybrid for those living within a 30-mile radius of 300 Commerce Dr, Cherryville, NC 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: 10/27/2026 EOE, including disability/vets #J-18808-Ljbffr Cox Enterprises