Call Center Supervisor - Emergency Road Service

About the role

Lead, coach, and direct Emergency Road Service Dispatchers within the Call Center to ensure high standards of customer service, operational efficiency, and team performance while supporting company goals and customer satisfaction. Work closely with the Call Center Manager to develop team members, improve processes, resolve escalated customer concerns, and foster a positive and productive work environment.

Responsibilities

• Manage, supervise, and coordinate day-to-day activities and operations of the Emergency Road Service Call Center team, making independent decisions regarding staffing, workflow, and service delivery.
• Provide input on hiring, performance evaluations, promotions, corrective action, and other employment decisions.
• Analyze operational data and implement process improvements to enhance efficiency and customer satisfaction.
• Develop and implement performance metrics and measurement standards to assess operational effectiveness and achievement of departmental goals.
• Implement sustainable development programs to maintain a strong staffing pipeline.
• Plan, supervise, and manage shift operations of the Call Center team.
• Maintain current knowledge of industry trends, technologies, and best practices.
• Monitor and improve call center performance levels, productivity, and service quality.
• Supervise team members in managing open ticket queues and vendor communications.
• Motivate, coach, and retain team members.
• Follow up on customer cases and escalations involving management, other departments, vendors, and customers, documenting resolutions within case records.
• Generate daily, weekly, monthly, and quarterly reports regarding agent performance, customer service metrics, resolution status, and operational trends.
• Provide friendly and competent customer service.
• Collaborate with the Call Center Trainer to develop and implement processes, procedures, and industry-related updates.
• Assist in other duties as assigned.

Supervisory Responsibilities

• Directly supervise Emergency Road Service Dispatchers and other assigned call center team members.
• Provide coaching, performance feedback, training, scheduling, and development support.
• Participate in recruiting, onboarding, performance management, and corrective action processes.
• Work collaboratively with the Call Center Manager and other supervisors to ensure consistent operations and service standards.

Requirements

• Three to four years of customer service and dispatch experience in a call center environment.
• One to two years of leadership or supervising experience managing teams.
• Experience in transportation, roadside service, logistics, dispatching, or related industries preferred.

Qualifications

Hard Skills

• Proficiency in Microsoft Office applications.
• Experience using customer service, dispatching, or ticketing software preferred.
• Keyboarding speed of 30+ words per minute.
• Experience with AS400 and VOIP phone systems preferred.

Soft Skills

• Strong reasoning, decision-making, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to learn quickly and adapt to changing priorities.
• Highly organized with strong attention to detail.
• Demonstrated ability to multitask in a fast-paced environment.
• Available to work up to 50 hours per week including evenings, weekends, holidays, and on-call responsibilities as needed.
• Must be able to communicate in English.
• Able and willing to deliver friendly, courteous, and prompt customer service.
• Able and willing to work cooperatively with other team members.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.

• Occasionally lift and/or move up to 40 lbs.
• Required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.
• Physical attendance at the primary work location is required.

Benefits

• Vacation after six months
• 401K and matching contributions
• Health, dental, and vision insurance
• Short and long-term disability insurance
• Life insurance
• Clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more

Schedule

Available to work up to 50 hours per week including evenings, weekends, holidays, and on-call responsibilities as needed.