Dispatch Operations Manager (Remote/Hybrid)

Cox Automotive Canada; Cherryville (NC); Hybrid; USD 81,000 - 122,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness time off (160 hours)

Bereavement leave

Voting time & jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive Canada is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, ensuring service levels, quality, and customer satisfaction. The role leads supervisors and agents, focusing on process execution and team development.

The position supports a remote/hybrid setup with a focus on performance, coaching, and collaboration with HR. It offers a competitive base salary and eligibility for incentives.

Qualifications

• Bachelor's degree in a related discipline and 6 years' experience in a related field.
• 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

• Manage all assigned team members.
• Monitor and coach team members in areas of operational excellence, dispatch timeliness, team efficiency, phone metrics and staff utilization.
• Manage alerts that hit the left projector screen and phone board along with other event monitoring software.
• Ensure system processes are being maximized.
• Assist team members in areas of personal development, motivation, and training.
• Perform annual reviews and QIP measurements and reviews.
• Work with Human Resources Staff Members in the recruiting process including conducting interviews and making recommendations for new hires and promotions.
• Collaborate with Human Resources and other management staff members in areas of wages, hour requirements and employee issues.
• Provide information and enforcement as needed in areas of company policies and procedures.
• Interact when necessary with a customer or vendor in making decisions to ensure the proper handling of an event.
• Other duties and projects as assigned.

Skills

Leadership

Communication

Problem solving

Negotiation

Relationship building

Adaptability

Education

Bachelor's degree in related field

Master's degree in related field

Ph.D. in related field

Job description

Cox Automotive Canada is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, ensuring service levels, quality, and customer satisfaction. The role leads supervisors and agents, focusing on process execution and team development.

The position supports a remote/hybrid setup with a focus on performance, coaching, and collaboration with HR. It offers a competitive base salary and eligibility for incentives.