Manager, Dispatch Follow Up (Cox Fleet)

Cox Enterprises; Idaho; Remote; USD 90,000 - 120,000; Full time

Job summary

Cox Fleet, part of Cox Enterprises, is seeking a Manager, Dispatch Follow Up to lead a fast-paced contact center team nationwide. The role emphasizes coaching, process execution, and customer advocacy in a remote/ hybrid work environment.

The position requires a bachelor’s degree and at least six years in a related field, with a minimum of one year in a leadership role. Experience in automotive or fleet management is preferred and strong communication is essential.

Qualifications

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field.

Responsibilities

• Oversee and manage all assigned team members.
• Coach and monitor dispatch timeliness, efficiency, and service levels.
• Monitor alerts and events using operational dashboards and monitoring software.
• Support process maximization and adherence to company policies.
• Lead recruitment activities with HR and participate in interviews.
• Collaborate with HR on wages, hours, and employee issues.
• Provide information and enforcement of company policies as needed.
• Interact with customers or vendors to ensure proper event handling.

Skills

Leadership

Communication

Problem solving

Negotiation

Adaptability

Fleet management

Education

Bachelor's degree in related field

Tools

CRM software

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