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Cox Enterprises
Cox Enterprises
H1B Visa SponsorAutomotiveTelecommunicationsTransport
Cox Enterprises is a communications, media, and automotive services company founded in 1898. Its businesses include Cox Communications and Cox Automotive, which deliver connectivity, B2B technology solutions, and automotive services. The company focuses on building a more connected, mobile, and sustainable world, with work spanning telecommunications, automotive, and transport. Cox Enterprises highlights innovation, inclusion, sustainability, and social impact, and its large workforce supports opportunities across a broad range of business and technology functions.
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Remote Contact Center Supervisor, New Call and Follow-Up

Cox Enterprises is seeking a remote contact center supervisor to lead New Call and Follow-Up Representatives supporting roadside assistance. The role oversees 24/7 staffing, coaching, performance management, and customer service operations.

USUnited StatesALAlabamaAKAlaskaAZArizonaCACaliforniaCOColoradoCTConnecticutFLFloridaIDIdahoILIllinoisIAIowaKSKansasKYKentuckyLALouisianaMEMaineMDMarylandMIMichiganMNMinnesotaMSMississippiMOMissouriMTMontanaNENebraskaNJNew JerseyNMNew MexicoNYNew YorkNCNorth CarolinaNDNorth DakotaOHOhioOKOklahomaOROregonPAPennsylvaniaRIRhode IslandSCSouth CarolinaSDSouth DakotaTNTennesseeUTUtahVTVermontVAVirginiaWAWashingtonWVWest VirginiaWIWisconsinWYWyoming
$55,600 – $83,400 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCall Center Representative

Description

  • Lead and support New Call and Follow-Up Representatives in a fast-paced roadside assistance contact center
  • Oversee daily operations, employee performance, scheduling, coaching, training, and customer service standards
  • Track team performance and coach representatives to improve dispatch speed, efficiency, productivity, and service quality
  • Develop employees through leadership, coaching, training, feedback, and performance management
  • Manage schedules and staffing levels to maintain coverage across a 24/7 operation
  • Modify staffing plans and schedules in response to business needs and service expectations
  • Communicate and uphold company policies, procedures, and performance standards
  • Help resolve complex issues and make decisions in escalated situations
  • Coordinate with customers and service providers to ensure roadside events are handled efficiently and appropriately
  • Review operational trends and identify opportunities to improve service and productivity
  • Support employee engagement efforts and cultivate a positive team environment
  • Complete special projects and other assigned responsibilities

Requirements

  • High school diploma or GED plus five years of contact center experience
  • Alternatively, a bachelor's degree plus three years of experience
  • Alternatively, a master's degree plus one year of experience
  • Alternatively, a Ph.D. plus up to one year of experience
  • Strong proficiency with Microsoft Office
  • Excellent communication skills and the ability to collaborate across teams
  • Previous leadership or supervisory experience preferred
  • Experience with workforce management, performance metrics, and coaching preferred
  • A degree is strongly preferred
  • Must pass a pre-employment drug test
  • Must currently have authorization to work in the United States for any employer without present or future sponsorship
  • Cox does not provide current or future OPT, CPT, STEM/OPT, or other visa sponsorship
  • In California and Washington, non-driving applicants who use alternative transportation will be considered as required by applicable law

Benefits

  • Additional compensation may include participation in an incentive program
  • Flexible paid vacation
  • Seven paid holidays
  • Up to 160 hours of paid wellness time annually for employees or eligible family members
  • Bereavement leave
  • Time off for voting
  • Jury duty leave
  • Volunteer time off
  • Military leave
  • Parental leave
  • Medical, dental, and vision insurance
  • 401(k) retirement plan
  • Paid leave options may include sick leave, parental leave, flexible vacation or wellness days, and/or PTO
  • Reasonable accommodations for qualified applicants and employees with disabilities

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