Supervisor, New Call/Follow Up Contact Center

Cox Enterprises

. Lead and support a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment .

Posted 10/21/2026full-timeUnited StatesMid-LevelSenior💰 $55,600 - $83,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities in a fast-paced roadside assistance environment, with a focus on performance management, operational efficiency, and employee engagement. Proficient in analyzing trends and implementing improvements to enhance service quality and productivity.

Highest-signal resume keywords

Leadership ExperiencePerformance ManagementWorkforce ManagementCoaching SkillsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance MetricsOperational AnalysisProblem ResolutionEmployee SchedulingService Quality Improvement

Soft Skills

Excellent CommunicationTeam CollaborationMotivational SkillsCoaching AbilityCustomer Interaction

Industry Keywords

Contact Center ExperienceRoadside Assistance24/7 OperationsEmployee EngagementService Provider Interaction

About the role

Key responsibilities & impact

Lead and support a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment
Monitor team performance and provide coaching to improve dispatch timeliness, efficiency, productivity, and service quality
Lead, motivate, and develop employees through coaching, training, feedback, and performance management
Manage employee schedules and staffing levels for appropriate coverage in a 24/7 operation
Adjust staffing and schedules to meet business demands and service expectations
Communicate and enforce company policies, procedures, and performance standards
Assist team members with complex or escalated problem resolution and decision-making
Interact with customers and service providers to ensure roadside events are handled appropriately and efficiently
Analyze operational trends and identify service and productivity improvements
Support employee engagement initiatives and foster a positive team environment
Complete special projects and other assigned duties

Requirements

What you’ll need

High School Diploma/GED and 5 years’ experience in a contact center environment; alternatives include 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
Prior leadership or supervisory experience preferred
Experience with workforce management, performance metrics, and coaching preferred
Degree strongly desired
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
Must clear a pre-employment drug test

Benefits

Comp & perks

Flexible vacation with pay
Seven paid holidays
Up to 160 hours of paid wellness annually for employee or family members
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 sick leave
Flexible vacation/wellness days
PTO
Reasonable accommodations for qualified applicants or employees with disabilities