Tire Support Unit Supervisor



The Tire Support Unit (TSU) Supervisor is responsible for driving the standardization of processed related to the daily activities of our Emergency Road Service (ERS) team. This individual will lead a team comprised of leads and agents who are responsible for providing call intake, dispatching, and follow up for fleets who need ERS.  This role requires you to guide our 24/7/365 team ensuring each member maintains a high level of productivity that directly impacts both our fleet customers and the service providers who have been dispatched to support them.

  • Manage the Tires Service Unit, from opening case to closing, case management.
  • Recruit, train, inspire, and guide TSU agents to ensure goal achievement and maintain exceptional service quality.
  • Help establishes a complete set of specific and measurable TSU objectives.
  • Motivates, coaches, and develop TSU agents and directs staffing, training, and performance evaluations.
  • Monitor progress and improvement in critical metrics such as allocation time, completed call rates, outbound and inbound calling, call acceptance rate, and other KPI
  • Evaluate the systems/applications used by the department such as: Galahad, BI, phone design, etc. and recommend enhancements and/or revisions to the current systems to provide constantly increasing customer service level.
  • Responsible for system admin and development needs in conjunction with the e-commerce team.
  • Maintain, lead, and guide the sales team to increase customer engagement in the program.
  • Conduct customer audit/training meetings.
  • Assume other projects and responsibilities as required.
  • Responsible for process documentation
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  • Relevant Bachelors degree or Equivalent
  • 5+ years related professional experience
  • Previous experience in a call center environment or similar
  • Previous supervisory experience of other team members
  • Strong analytical skills
  • Strong communication/presentation skills
  • Microsoft office – Excel
  • Problem solving
  • Time Management
  • Continental is not able to pay relocation expenses for this opportunity.
  • Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.


  • SAP Experience
  • Commercial Fleet Experience
  • Emergency Roadside Assistance
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Oferta noastră

All your information will be kept confidential according to EEO guidelines..


EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to Careers@conti-na.com or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.


Ready to drive with Continental? Take the first step and fill in the online application.

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Despre noi

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023, Continental generated preliminary sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets

With its premium portfolio in the car, truck, bus, two-wheel and specialty tire segment, the Tires group sector stands for innovative solutions in tire technology. Intelligent products and services related to tires and the promotion of sustainability complete the product portfolio. For specialist dealers and fleet management, Tires offers digital tire monitoring and tire management systems, in addition to other services, with the aim of keeping fleets mobile and increasing their efficiency. With its tires, Continental makes a significant contribution to safe, efficient and environmentally friendly mobility. 

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