Supervisor, New Call/Follow Up Contact Center (Cox Fleet)

Company
Cox Automotive - USA

Job Family Group
Vehicle Operations

Job Profile
Supervisor, Dispatch

Management Level
Supervisor

Flexible Work Option
Can work remotely but need to live in the specified city, state, or region

Travel %
No

Work Shift
Variable

Compensation
Compensation includes a base salary in the range of $55,600.00 - $83,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job 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.

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

Drug Testing
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits
The Company offers eligible employees the 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; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for 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.

About Us
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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.
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EOE, including disability/vets

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.
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Application Deadline: 10/02/2026