[Hiring] Supervisor, New Call/Follow Up Contact Center @Cox Enterprises

Role 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.

• 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.

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.

Requirements

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

Benefits

• 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.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• 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.