Roadside Supervisor

Job Description

We are seeking a proactive and people-focused Roadside Supervisor to lead our roadside assistance call center 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

23 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

Parental leave

Employee assistance program

We are committed to building a team that represents a variety of backgrounds perspectives and skills. Accordingly all members of society irrespective of age gender disability sexual orientation race religion or belief are encouraged to apply to join our team. All employment decisions including hiring promotion discipline and discharge will be based on merit competence performance and business needs.

Europcar Mobility Group

Europcar Mobility Group is a global mobility player with 75 years of mobility services expertise and a leading position in Europe. We help to change the way you move is what we stand for and brings us together.

We offer to individuals and businesses a wide range of car and van rental services be it for a few hours a few days a week a month or more on-demand or on subscription relying on a fleet of more than 250.000 vehicles equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs use cases and expectations : Europcar - a global leader of car rental and light commercial vehicle rental with a premium positioning Goldcar - a frontrunner at providing low-cost car rental services in Europe and Fox-Rent-A-Car one of the main players in the car rental market in the US with a value for money positioning.

Customers satisfaction is at the heart of the Groups ambition and that of our more than 8000 employees everywhere we deliver our mobility solutions thanks to a strong network in over 130 countries.

More info at :

Required Experience :

Manager

Key Skills

Restaurant Experience,Customer Service,Hospitality Experience,Management Experience,Mediation Experience,Guest Services,Merchandising,Experience with Children,Leadership Experience,Mentoring,Supervising Experience,Neonatal Ventilator

Employment Type : Full-Time

Experience : years

Vacancy : 1