Dispatch Operations Manager (Remote) - Team Leader

Cox Automotive; United States; Remote; USD 81,000 - 122,000; Full time

Benefits offered by this job

Vacation with pay

Paid holidays

Wellness hours

Bereavement leave

Parental leave

Job summary

Cox Fleet is Cox Automotive Mobility's digital marketplace; designed for fleets, operators and teams who need an on-demand service solution and data-driven insights.

The Manager, Dispatch Follow Up, oversees the daily operations of the contact center to deliver an excellent customer service experience. This role manages supervisors and agents to meet service level agreements, quality standards, and customer satisfaction goals.

Qualifications

• Bachelor's degree in a related discipline.
• 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.
• Excellent relationship building, networking, communication (written and verbal) and interpersonal skills.

Responsibilities

• Manage all assigned team members.
• Monitor and coach team members in operational excellence, dispatch timeliness, team efficiency, phone metrics and staff utilization.
• Manage alerts and monitoring tools to optimize processes.
• Ensure system processes are maximized and compliant with policies.
• Assist in personal development, motivation, and training of staff.
• Perform annual reviews and QIP measurements and reviews.
• Collaborate with HR on recruiting, interviews, and promotions.
• Provide information and enforcement of company policies.

Skills

Relationship building

Networking

Communication

Interpersonal skills

Education

Bachelor's degree in a related discipline

Job description

Cox Fleet is Cox Automotive Mobility's digital marketplace; designed for fleets, operators and teams who need an on-demand service solution and data-driven insights.

The Manager, Dispatch Follow Up, oversees the daily operations of the contact center to deliver an excellent customer service experience. This role manages supervisors and agents to meet service level agreements, quality standards, and customer satisfaction goals.