Supervisor, New Call/Follow Up – Contact Center

This is a fully remote position, open to applicants in Alabama, +40 more states.

📋 Description

• Spearhead and assist a team of New Call/Follow Up Representatives in a dynamic roadside assistance setting.

• Supervise daily activities, employee performance, scheduling, coaching, training, and ensure excellence in customer service.

• Assess team performance and provide coaching to enhance dispatch timeliness, efficiency, productivity, and service quality.

• Inspire, motivate, and nurture employees through coaching, training, feedback, and performance management.

• Oversee schedules and staffing levels to ensure adequate coverage in a 24/7 operation.

• Modify staffing and schedules to align with business needs and service expectations.

• Communicate and uphold company policies, procedures, and performance standards.

• Assist in resolving problems and making decisions in complex or escalated scenarios.

• Engage with customers and service providers to ensure roadside incidents are managed effectively and efficiently.

• Evaluate operational trends and pinpoint opportunities for service and productivity enhancements.

• Advocate for employee engagement initiatives and promote a positive team atmosphere.

• Complete special projects and other assigned responsibilities.

⛳️ Requirements

• High School Diploma/GED with 5 years of experience in a contact center environment.

• Alternative qualification: bachelor’s degree accompanied by 3 years of experience.

• Alternative qualification: master’s degree with 1 year of experience.

• Alternative qualification: Ph.D. with up to 1 year of experience.

• Strong proficiency in Microsoft Office.

• Exceptional communication skills and the ability to collaborate across teams.

• Previous leadership or supervisory experience is preferred.

• Familiarity with workforce management, performance metrics, and coaching is preferred.

• A degree is highly desired.

• Must successfully pass a pre-employment drug test.

• Must currently possess authorization to work in the United States for any employer without current or future sponsorship.

• No OPT, CPT, STEM/OPT, or visa sponsorship available now or in the future.

• In California and Washington, non-driving candidates using alternative transportation will be considered in compliance 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 employees or their 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, which include sick leave, parental leave, flexible vacation/wellness days, and/or PTO.

• Reasonable accommodations for qualified applicants or employees with disabilities.