Supervisor, New Call/Follow Up – Contact Center

Job not on LinkedIn

🔥 4 minutes ago

🏈 Alabama, Alaska, +39 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $55.6k - $83.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• Lead and support a team of New Call/Follow Up Representatives in a fast-paced roadside assistance environment • Oversee daily operations, employee performance, scheduling, coaching, training, and customer service excellence • Monitor team performance and coach employees to improve dispatch timeliness, efficiency, productivity, and service quality • Lead, motivate, and develop employees through coaching, training, feedback, and performance management • Manage 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 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 service and productivity improvement opportunities • Support employee engagement initiatives and foster a positive team environment • Complete special projects and other assigned duties

🎯 Requirements

• High School Diploma/GED and 5 years’ experience in a contact center environment • Alternative qualification: bachelor’s degree and 3 years’ experience • Alternative qualification: master’s degree and 1 year of experience • Alternative qualification: 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 clear a pre-employment drug test • 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, non-driving candidates using alternate transportation will be considered in accordance with applicable law

🏖️ Benefits

• Additional compensation may include an incentive program • 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 days off, including sick leave, parental leave, flexible vacation/wellness days, and/or PTO • Reasonable accommodations for qualified applicants or employees with disabilities