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
** Europcar Mobility Group est un acteur mondial de la mobilité, avec 75 ans d’expertise des services de mobilité et une position de leader en Europe. “We help to change the way you move” est notre raison d’être et ce qui nous rassemble.

Plus que jamais, nous nous engageons à fournir des solutions simples, transparent es et innovantes qui rendent la mobilité simple, plus agréable et de plus en plus respectueuse de l'environnement. Pour ce faire, nous proposons aux particuliers et aux entreprises une large gamme de services de location de voitures et d'utilitaires, que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus, à la demande ou sur abonnement, grâce à une flotte de plus de 250 000 véhicules, dotée des motorisations les plus récentes et une part croissante de véhicules électriques.

Nos…