Roadside Assistance Supervisor

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

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 aspects of employment, including the decision to hire, promote, discipline, or 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 Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.

More info at: www.europcar-mobility-group.com