Remote Dispatch Operations Manager

Cox Enterprises; Albuquerque (NM); Remote; USD 81,000 - 122,000; Full time

Benefits offered by this job

Seven paid holidays

Wellness hours

Bereavement leave

Voting time off

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Problem solving

Customer service

Negotiation

Education

Bachelor's degree

Job description

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.