Supervisor, New Call/Follow Up Contact Center (Cox Fleet)
Core
Leading and supporting a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment to ensure operational goals and customer service excellence.
Role type
Supervisor, Contact Center Operations
Builds
Roadside assistance dispatch services for customers
Domain
Automotive / Contact Center Operations
Required skills
Team leadership, scheduling and staffing management, performance coaching, operational analysis, policy enforcement, stakeholder communication
Preferred skills
Prior supervisory experience, workforce management expertise, performance metrics analysis
Technologies
Microsoft Office
Responsibilities
Monitor team performance and provide coaching, manage employee schedules and staffing levels, adjust staffing to meet business demands, communicate and enforce company policies, assist with escalated customer situations, analyze operational trends for improvements
Seniority
Supervisor, hands-on management
