Roadside Manager

Position: ROADSIDE MANAGER
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** 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.**
* ** 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
** A Europcar Mobility Group é uma empresa global de mobilidade, com 75 anos de experiência em serviços de mobilidade e uma posição de liderança na Europa. “Ajudamos a mudar a forma como se desloca” é o que defend emos e nos une.

Oferecemos aos particulares e às empresas uma vasta gama de serviços de aluguer de automóveis e carrinhas, seja por algumas horas, alguns dias, uma semana, um mês ou mais, a pedido ou por subscrição, contando com uma frota de mais de 250.000 veículos, equipados com os mais recentes motores, incluindo uma percentagem crescente de veículos eléctricos.

As nossas marcas respondem a necessidades, casos de utilização e expectativas diferenciadas:
Europcar - líder mundial no aluguer de automóveis e veículos comerciais ligeiros, com um posicionamento premium, Goldcar - líder na prestação de serviços de aluguer de automóveis de baixo custo na Europa, e Fox-Rent-A-Car, um dos principais intervenientes no mercado de aluguer de automóveis nos EUA, com um posicionamento “value for money”.  A satisfação dos clientes está no centro da ambição do Grupo e dos nossos mais de 8.000 colaboradores, em todos os locais onde apresentamos as nossas soluções de mobilidade, graças a uma forte rede em mais de 130 países.

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