Remote Dispatch Operations Manager

Cox Enterprises, Inc.; Alaska; Hybrid; USD 75,000 - 110,000; Full time

Job summary

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, guiding supervisors and agents to meet service levels and customer satisfaction. You will lead process execution, staff development, and advocacy for customers.

The role emphasizes leadership, coaching, and collaboration with HR and management to ensure staffing, performance, and policy adherence in a fast-paced environment.

Qualifications

• Bachelor’s degree in a related field is required.
• At least 1 year of management/leadership experience.
• Experience in the automotive industry or fleet management preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee all assigned team members and ensure performance.
• Coach team on dispatch timeliness, efficiency, and phone metrics.
• Monitor alerts and ensure proper handling of events.
• Support personal development, motivation, and training of staff.
• Conduct annual reviews and quality/performance assessments (QIP).
• Partner with HR on recruiting, interviewing, and promotions.
• Collaborate on wages, hours, and employee issues.
• Enforce company policies and procedures as needed.
• Interact with customers or vendors to resolve events.
• Perform other duties and projects as assigned.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Negotiation

Adaptability

Team management

Education

Bachelor’s degree in a related discipline

Job description

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, guiding supervisors and agents to meet service levels and customer satisfaction. You will lead process execution, staff development, and advocacy for customers.

The role emphasizes leadership, coaching, and collaboration with HR and management to ensure staffing, performance, and policy adherence in a fast-paced environment.