ROADSIDE MANAGER

Europcar•Tulsa, OK

About The Position

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.

Requirements

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.

Nice To Haves

Experience in roadside assistance, towing, automotive, or fleet-related operations is strongly preferred.

Responsibilities

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.