Roadside Assistance Call Center Manager
2 days ago
Tulsa
Job Description We are seeking an experienced Roadside Assistance Call Center Manager to lead the operations of a roadside assistance call center. This role requires prior call center leadership experience and a steady, hands-on management approach in a fast-paced, customer-facing environment. As the Roadside Manager, you will oversee daily roadside assistance and dispatch operations, leading supervisors and agents while managing third-party service providers. You will be responsible for driving service performance, staffing effectiveness, and customer satisfaction, ensuring teams are supported, processes are followed, and customers receive timely, professional assistance during high-stress situations. In this leadership role, you will: • Lead the day-to-day roadside assistance and dispatch operation to ensure service levels, response times, and customer experience expectations are met., • Hire, train, develop, and coach supervisors and agents, setting clear expectations and driving accountability and engagement., • Manage staffing and scheduling for a 24/7 operation, balancing coverage, productivity, and cost effectiveness., • Monitor and analyze performance metrics, including service levels, response time, handle time, schedule adherence, productivity, and customer satisfaction., • Use performance data to identify trends, address gaps, and continuously improve processes., • Manage roadside service providers and contractor partners to ensure service quality and network standards are maintained., • Handle escalated customer complaints and complex service issues with professionalism and urgency., • Previous experience leading a call center team, • Experience in roadside assistance, towing, automotive, or fleet-related operations is strongly preferred., • Strong people leadership skills with the ability to coach, motivate, and hold teams accountable., • Excellent communication skills and the ability to remain calm under pressure., • Comfort working in a fast-paced, high-volume environment with multiple priorities., • Strong problem-solving skills and sound judgment in real-time situations., • 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. Company DescriptionAs part of Europcar Mobility Group, Fox Rent A Car combines global mobility strength with an entrepreneurial edge. A benchmark for value-driven leisure car rental, Fox operates 23 airport locations and employs more than 1,000 team members nationwide, serving some of the world’s largest travel markets, including Orlando, Las Vegas, Miami, and Los Angeles. At Fox, responsibility comes early, and results are visible. We move quickly, solve real operational challenges, and create opportunities for people who step up and deliver. Here, initiative is visible, performance is recognized, and impact is real.As part of Europcar Mobility Group, Fox Rent A Car combines global mobility strength with an entrepreneurial edge. A benchmark for value-driven leisure car rental, Fox operates 23 airport locations and employs more than 1,000 team members nationwide, serving some of the world’s largest travel markets, including Orlando, Las Vegas, Miami, and Los Angeles.\r\n\r\nAt Fox, responsibility comes early, and results are visible. We move quickly, solve real operational challenges, and create opportunities for people who step up and deliver. Here, initiative is visible, performance is recognized, and impact is real.