Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Supervisor, New Call/Follow Up Contact Center (Cox Fleet) role.
Rezi rewrites your resume against Cox Enterprises's job description. Free.
Tailor your resume to this Supervisor, New Call/Follow Up Contact Center (Cox Fleet) role.
Rezi rewrites your resume against Cox Enterprises's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Supervisor, New Call/Follow Up Contact Center (Cox Fleet) posting at Cox Enterprises — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Supervisor, New Call/Follow Up Contact Center (Cox Fleet) posting at Cox Enterprises — free, in seconds.
About the Role
The Supervisor, New Call/Follow Up leads and supports a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment. This role oversees daily operations, employee performance, scheduling, coaching, training, and customer service excellence, ensuring operational goals are met while fostering employee development, accountability, and engagement.
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.
Requirements
- High School Diploma/GED and 5 years’ experience in contact center environment.
- Bachelor’s degree and 3 years’ experience.
- Master's degree and 1 year of experience.
- Ph.D. and up to 1 year of experience.
- Strong working knowledge of Microsoft Office.
- Excellent communication skills and ability to collaborate across teams.
- Prior leadership or supervisory experience.
- Experience with workforce management, performance metrics, and coaching.
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
- No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
- In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.
Skills
- Microsoft Office
- Communication skills
- Collaboration
- Leadership
- Supervisory experience
- Workforce management
- Performance metrics
- Coaching
Location
- USA
- Remote (must live in specified city, state, or region)
Work Type
- Variable Work Shift
- Remote
Experience Level
- Supervisor
- 5 years’ experience in contact center environment
- 3 years’ experience
- 1 year of experience
- Up to 1 year of experience
- Prior leadership or supervisory experience
Education Level
- High School Diploma/GED
- Bachelor's degree
- Master's degree
- Ph.D.
- Degree strongly desired
Salary/Compensations
- $55,600.00 - $83,400.00
- Position may be eligible for additional compensation that may include an incentive program.
Benefits
- Flexible vacation with pay
- Seven paid holidays
- Up to 160 hours of paid wellness annually
- Bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
About the Company
- Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike.
- Work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim.
- Enjoy a people-centered atmosphere.
Equal Opportunity
- Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
- Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
- EOE, including disability/vets