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 #J-18808-Ljbffr