Dispatch Operations Manager - Remote/Hybrid

Cox Enterprises; Vermont; Remote; USD 85,000 - 110,000; Full time

Job summary

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center and lead a team of supervisors and agents. The role focuses on maintaining service levels, quality, and customer satisfaction while driving process improvements.

You will collaborate with HR on hiring, coaching, and performance reviews, ensuring adherence to policies. This role is remote nationwide with hybrid options for nearby locations, contributing to Cox Fleet’s data-driven,

Qualifications

• Bachelor’s degree required with 6+ years in a related field; alternative combinations (master’s/PhD with fewer years) also acceptable.
• Minimum 1 year in a management/leadership role.
• Experience in the automotive/fleet management sector preferred.
• Experience supporting process and operational excellence.
• Excellent relationship-building, networking, and written/verbal communication skills.
• Ability to thrive in a high-performance, fast-paced team environment.

Responsibilities

• Oversee daily operations of the contact center and manage a team of supervisors and agents.
• Monitor coaching in dispatch timeliness, team efficiency, phone metrics and staff utilization.
• Manage alerts and event monitoring software to ensure proper handling of incidents.
• Facilitate annual reviews and performance measurements (QIP).
• Collaborate with HR on recruiting, interviews, and promotions.
• Ensure adherence to company policies and procedures; resolve employee issues.
• Interact with customers/vendors to ensure proper event handling; support various projects.

Skills

Leadership

People management

Communication

Process excellence

Team development

Negotiation

Education

Bachelor’s degree in related discipline

Job description

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center and lead a team of supervisors and agents. The role focuses on maintaining service levels, quality, and customer satisfaction while driving process improvements.

You will collaborate with HR on hiring, coaching, and performance reviews, ensuring adherence to policies. This role is remote nationwide with hybrid options for nearby locations, contributing to Cox Fleet’s data-driven,