Dispatch Operations Manager — Remote Team Lead

Cox Enterprises, Inc.; North Dakota; Remote; USD 80,000 - 120,000; Full time

Job summary

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee a busy contact center supporting fleet maintenance through digital-first solutions. You will manage supervisors and agents to ensure service levels, quality, and customer satisfaction in a fast-paced environment.

The role emphasizes leadership, process execution, and people development with close collaboration with HR on staffing and performance.

Qualifications

• Bachelor’s degree in a related discipline.
• 6+ years’ experience in a related field.
• Advanced degrees or different combinations are acceptable (e.g., master’s with 4 years, PhD with 1 year, or 10 years total experience).

Responsibilities

• Manage all assigned team members.
• Monitor and coach in operational excellence, dispatch timeliness, team efficiency, phone metrics and staff utilization.
• Assist HR in recruiting process including interviews and recommendations for hires and promotions.
• Collaborate with HR and management on wages, hours, and employee issues.
• Provide information and enforcement of company policies and procedures.
• Perform other duties and projects as assigned.

Skills

Relationship building

Communication

Interpersonal skills

Negotiation skills

Problem solving

Education

Bachelor’s degree in related discipline

Master’s degree (optional)

PhD (optional)

10 years experience alternative

Job description

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee a busy contact center supporting fleet maintenance through digital-first solutions. You will manage supervisors and agents to ensure service levels, quality, and customer satisfaction in a fast-paced environment.

The role emphasizes leadership, process execution, and people development with close collaboration with HR on staffing and performance.