Manager, Dispatch Follow Up (Cox Fleet)

Cox Enterprises; Albuquerque (NM); Teletrabalho; USD 81 000 - 122 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Seven paid holidays

Wellness hours

Bereavement leave

Voting time off

Jury duty leave

Volunteer time off

Military leave

Parental leave

Resumo da oferta

Cox Enterprises is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, lead supervisors and agents, and ensure service levels and customer satisfaction across the organization. The role emphasizes process execution, people development, and customer advocacy in a fast-paced environment.

The position supports flexible work arrangements within the United States, with remote options outside a NC radius and hybrid options for nearby locations.

Qualificações

• Bachelor's degree in a related discipline plus 6+ years in a related field; alternative combinations permitted (e.g., master's with 4+ years, PhD with 1 year).
• At least 1 year in a management/leadership role.
• Experience in automotive industry or fleet management preferred.
• Strong relationship building, networking, and verbal/written communication skills.

Responsabilidades

• Oversee daily operations of the contact center and a team of supervisors and agents.
• Monitor coaching on dispatch timeliness, team efficiency, phone metrics, and staffing utilization.
• Collaborate with HR on recruitment, interviews, and promotions; address wage/hour issues and policy enforcement.
• Conduct annual reviews and QIP measurements; ensure SLAs, quality standards, and customer satisfaction goals.
• Interact with customers/vendors when needed to ensure proper handling of events.

Conhecimentos

Leadership

Communication

Problem solving

Customer service

Negotiation

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Cox Fleet is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & proprietary fleet technology. FleetNet America is Cox Automotive Mobility's digital marketplace; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business.

The Manager, Dispatch Follow Up, is responsible for overseeing the daily operations of the contact center to deliver excellent customer service experience. This role manages a team of supervisors and agents, ensuring service level agreements, quality standards, and customer satisfaction goals are met. The Manager is an effective people leader, focused on process execution, team development, and customer advocacy.

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.

Required Experience & Specialized Knowledge and skills

• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 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

Work Arrangement

• This position requires all work to be performed within the United States.
• This position is fully remote for those living outside of a 30-mile radius of 300 Commerce Dr, Cherryville, NC
• This position is hybrid for those living within a 30-mile radius of 300 Commerce Dr, Cherryville, NC

USD 81,400.00 - 122,000.00 per year

Compensation

Compensation includes a base salary in the range of $81,400.00 - $122,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations
• seven paid holidays throughout the calendar year
• up to 160 hours of paid wellness annually for their own wellness or that of family members
• Employees are also eligible for additional paid time off in the form of bereavement leave
• time off to vote
• jury duty leave
• volunteer time off
• military leave
• parental leave

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Application Deadline: 11/02/2026

EOE, including disability/vets