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.
Support operational change initiatives and ensure team readiness and adoption.
What you’ll bring to the table:
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.
Ability to adapt to change and lead teams through operational shifts.
What 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 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
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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).
