ROADSIDE SUPERVISOR

Job Description

We are seeking a proactive and people-focused Roadside Supervisor to lead our roadside assistance call center team. In this role, you will oversee daily operations to ensure fast, accurate, and professional service for every customer. You will coach and support a team of agents, monitor performance, manage escalated situations, and drive operational excellence through quality control and accountability.

The ideal candidate is a strong communicator who can balance leadership and service, thrives in fast-paced environments, and takes pride in delivering an outstanding customer experience. If you are a hands-on leader who enjoys problem-solving, team development, and service-driven results, we want to hear from you.

You will:

• Provide daily support to agents and serve as a point of escalation for operational and customer issues

• Monitor team productivity and performance while fostering teamwork, motivation, and accountability

• Resolve complex customer and operational issues, exercising sound judgment and decision-making

• Ensure quality service by upholding company standards, policies, and procedures
  Track team and individual performance to ensure departmental goals and service levels are met

• Deliver new hire training and ongoing coaching to support continuous development

• Provide constructive feedback and performance guidance to enhance employee growth

• Develop employees by recognizing strengths and building skill sets for long-term success

• Assist with call and case handling during peak times or staffing gaps to support team workload

• Maintain a safe, secure, and positive work environment

• Demonstrate commitment to self-development and continual improvement

• Support leadership and business priorities by completing ad hoc projects and assignments as needed

Qualifications & Skills

• High school Diploma or equivalent

• High integrity, strong work ethic, and dependable follow-through

• Transparent leadership style with a strong sense of accountability

• Strong problem-solving and critical-thinking skills; able to make sound decisions

• Detail-oriented with a commitment to accuracy and quality

• Excellent verbal and written communication skills

• Strong time management with the ability to prioritize and meet deadlines

• Adaptable to change and able to perform in a fast-paced environment

• Exceptional customer service and conflict-resolution skills

• Proven call handling and call control abilities

• Motivational leadership style with the ability to inspire team growth

• Neutral, fair approach to dispute resolution and coaching conversations
  Maintains confidentiality and handles sensitive information with discretion

• Positive attitude under pressure with a calm, professional demeanor

Experience & Background

• 2–3 years of leadership or supervisory experience in a call center or customer service environment

• Experience in roadside assistance, dispatch, insurance, automotive services, or related fields preferred

• Proven track record of managing team performance and achieving service or productivity goals

• Experience coaching, training, or developing employees

• Background in handling escalated customer issues and making real-time operational decisions

• Experience working with performance metrics, QA standards, and workforce productivity tools

• Proficient with call center software, CRM systems, and Microsoft Office (Excel, Outlook, Teams)

We Offer:

• Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus

• Company-paid Life Insurance

• Company-paid AD&D Insurance

• Flexible spending account