Manager, Dispatch Follow Up (Cox Fleet)

Cox Enterprises, Inc.; Cherryville (NC); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Cox Enterprises, Inc. is seeking a Manager, Dispatch Follow Up to oversee daily contact center operations and deliver outstanding customer service. The role leads supervisors and agents to meet service levels, quality standards, and satisfaction goals.

Responsibilities include coaching, recruitment collaboration with HR, and ensuring policy compliance. The ideal candidate has strong relationship-building and problem-solving skills and thrives in a fast-paced environment.

Qualifications

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

• Oversee all assigned team members and ensure performance targets are met.
• Monitor and coach staff on operational excellence, dispatch timeliness, and staff utilization.
• Manage alerts and monitoring software to ensure smooth operations.
• Ensure system processes are being maximized and compliant with policies.
• Support team development, motivation, and training; conduct annual reviews.
• Lead recruitment activities with HR and participate in interviewing decisions.
• Collaborate with HR on wages, hours, and employee issues; enforce company policies.
• Interact with customers/vendors to resolve events and maintain service quality.

Skills

Leadership

Team management

Communication (written and verbal)

Relationship building

Problem solving

Negotiation

Interpersonal skills

Education

Bachelor's degree in related discipline

Master's degree or PhD with relevant years

Job description

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