Manager, Dispatch Follow Up (Cox Fleet)

Cox Automotive; United States; À distance; USD 81 000 - 122 000; Plein temps

Avantages offerts par ce poste

Vacation with pay

Paid holidays

Wellness hours

Bereavement leave

Parental leave

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Relationship building

Networking

Communication

Interpersonal skills

Formation

Bachelor's degree in a related discipline

Description du poste

Company Cox Automotive - USA; Job Family Group

Vehicle Operations

Job Profile: Manager, Dispatch; Management Level; Manager - People Leader; Flexible Work Option; Can work remotely but need to live in the specified city, state, or region; Travel %: Yes, 50% of the time; Work Shift: Day

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.

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

Drug Testing

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

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; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees 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, and parental leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading deale