Dispatch Operations Leader – Remote

Cox Enterprises, Inc.; Cherryville (NC); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Cox Enterprises, Inc. is seeking a Manager, Dispatch Follow Up to oversee daily contact center operations and deliver outstanding customer service. The role leads supervisors and agents to meet service levels, quality standards, and satisfaction goals.

Responsibilities include coaching, recruitment collaboration with HR, and ensuring policy compliance. The ideal candidate has strong relationship-building and problem-solving skills and thrives in a fast-paced environment.

Qualifications

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field.
• The right candidate could also have a master's degree and 4 years’ experience; a Ph.D. and 1 year experience; or 10 years’ experience.
• At least 1 year of experience in a management/leadership role.
• Experience in the automotive industry or fleet management preferred.
• Experience supporting process and operational excellence.
• Excellent relationship building, networking, communication (written and verbal) and interpersonal skills required.
• Ability to work in a high performance, fast-paced team environment.
• Ability to adapt to and work effectively within a constantly changing environment.
• Strong problem solving and negotiation skills.

Responsibilities

• Oversee all assigned team members and ensure performance targets are met.
• Monitor and coach staff on operational excellence, dispatch timeliness, and staff utilization.
• Manage alerts and monitoring software to ensure smooth operations.
• Ensure system processes are being maximized and compliant with policies.
• Support team development, motivation, and training; conduct annual reviews.
• Lead recruitment activities with HR and participate in interviewing decisions.
• Collaborate with HR on wages, hours, and employee issues; enforce company policies.
• Interact with customers/vendors to resolve events and maintain service quality.

Skills

Leadership

Team management

Communication (written and verbal)

Relationship building

Problem solving

Negotiation

Interpersonal skills

Education

Bachelor's degree in related discipline

Master's degree or PhD with relevant years

Job description

Cox Enterprises, Inc. is seeking a Manager, Dispatch Follow Up to oversee daily contact center operations and deliver outstanding customer service. The role leads supervisors and agents to meet service levels, quality standards, and satisfaction goals.

Responsibilities include coaching, recruitment collaboration with HR, and ensuring policy compliance. The ideal candidate has strong relationship-building and problem-solving skills and thrives in a fast-paced environment.