Remote Dispatch Operations Manager

Cox Enterprises, Inc.; Delaware; Remote; USD 75,000 - 120,000; Full time

Job summary

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, ensuring service levels, quality standards and customer satisfaction. You will lead a team of supervisors and agents, driving process improvements and performance metrics.

This role partners with HR on recruiting, training, and performance management while maintaining strong relationships with customers and vendors. Remote work options are available nationwide in the United States.

Qualifications

• Bachelor’s degree in a related discipline with 6 years’ experience in a related field; alternative combos allowed (e.g., master’s with 4 years, Ph.D. with 1 year, or 10 years total).
• At least 1 year 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 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

• Manage all assigned team members.
• Monitor and coach team members in 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 personal development, motivation, and training.
• Perform annual reviews and QIP measurements and reviews.
• Work with Human Resources in the recruiting process including interviews and recommendations for hires and promotions.
• Collaborate with Human Resources and other management on wages, hour requirements and employee issues.
• Provide information and enforcement as needed in areas of company policies and procedures.
• Interact with customers or vendors to ensure proper handling of events.
• Other duties and projects as assigned.

Skills

People leadership

Communication

Problem solving

Organizational skills

Adaptability

Education

Bachelor’s degree in related discipline

Job description

Cox Fleet is seeking a Manager, Dispatch Follow Up to oversee the daily operations of the contact center, ensuring service levels, quality standards and customer satisfaction. You will lead a team of supervisors and agents, driving process improvements and performance metrics.

This role partners with HR on recruiting, training, and performance management while maintaining strong relationships with customers and vendors. Remote work options are available nationwide in the United States.