Roadside Assistance Supervisor

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Job Description The Roadside Supervisor is responsible for leading the daily operations of the Roadside Assistance Call Center, ensuring timely, accurate, and high-quality service delivery to all customers. This role balances hands-on team leadership with frontline customer interaction, serving as a support coach for agents and a professional representative of our brand. This role demands a sharp eye for detail, a commitment to operational excellence, and the ability to energize and hold your team accountable. The ideal candidate is someone who can manage the workflow, coach in real time, handle escalations with poise, and maintain a team culture focused on service, performance, and continuous improvement. You will: Oversee daily operations of the roadside call center Ensure efficient, accurate, and timely service delivery Handle customer interactions, including escalations Maintain compliance with all departmental policies and procedures Foster a high-quality, customer-first service culture Direct daily workflow and support team members as needed Monitor team productivity and case handling. Motivate, redirect, and support staff in real time Resolve employee and customer issues quickly and professionally Enforce company service standards and policies Provide coaching, feedback, and ongoing development Develop employees based on individual strengths Contribute to call handling during peak or hold times Training & Performance Lead new employee training and onboarding Deliver continuous coaching and performance evaluations Support agents with tools, resources, and encouragement Ensure individual and departmental goals are met Operations & Environment Promote a safe, secure, and healthy work environment Assist with ad hoc projects and department needs Uphold a team-oriented culture focused on excellence Take ownership of self-development and ongoing learning

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