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
Skills Required
- Experience leading frontline or call center teams
- Ability to coach agents in real time and provide performance feedback
- Experience handling customer escalations professionally
- Ability to monitor team productivity and case handling
- Lead new employee training and onboarding
- Strong attention to detail and commitment to operational excellence
- Ability to motivate, redirect, and support staff during peak times
- Ensure compliance with departmental policies and company service standards
What We Do
Europcar Mobility Group is the European N°1 in vehicle rental, with the ambition to become a leader in dedicated, sustainable mobility services in the years to come. The Group offers 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, for businesses and individuals, relying on a fleet equipped with the latest engines including more and more "green" vehicles (EVs, PHEVs). It operates distinctive brands, responding to differentiated needs, use cases and expectations in terms of level of service: Europcar® - the European leader of car rental and light commercial vehicle rental, Goldcar® - the lowcost leader in Europe, and Ubeeqo® – one of the European leaders of roundtrip car-sharing (BtoB, BtoC). Customers’ satisfaction is at the heart of the Group’s ambition and that of its more than 8,000 employees, everywhere Europcar Mobility Group delivers its mobility solutions, thanks to a strong network in 140 countries (including 16 wholly owned subsidiaries completed by franchisees and alliance partners).
