Remote Dispatch Operations Manager

Cox Enterprises; Mississippi; Remote; USD 75,000 - 110,000; Full time

Job summary

Cox Enterprises is seeking a Manager, Dispatch Follow Up, to oversee the daily operations of the contact center and drive exceptional customer service. You will lead supervisors and agents, ensure service levels, and champion process improvements across staffing, coaching, and performance analytics.

The role emphasizes people leadership within a remote/ national work arrangement and requires a blend of relationship-building, strategic thinking, and hands-on execution to meet business goals in a

Qualifications

• Bachelor’s degree in a related discipline with 6+ years of related experience; alternative combinations are acceptable (master’s with 4+ years, PhD with 1 year, or 10+ years total)
• 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
• 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

• Oversee daily operations of the contact center and ensure service levels, quality, and customer satisfaction goals are met
• Manage a team of supervisors and agents and drive performance
• Coach team members in dispatch timeliness, efficiency, and phone metrics
• Collaborate with HR in recruiting processes and workforce planning
• Provide information and enforcement of company policies
• Interact with customers or vendors to ensure proper handling of events
• Perform annual reviews and QIP measurements and reviews
• Work with HR and management on wages, hours, and employee issues
• Lead process improvement initiatives and stakeholder alignment

Skills

Leadership

Team management

Communication skills

Problem solving

Negotiation

Adaptability

Education

Bachelor’s degree in a related discipline

Master’s degree in a related field

Ph.D. in a related field

10 years’ experience in a related field

Job description

Cox Enterprises is seeking a Manager, Dispatch Follow Up, to oversee the daily operations of the contact center and drive exceptional customer service. You will lead supervisors and agents, ensure service levels, and champion process improvements across staffing, coaching, and performance analytics.

The role emphasizes people leadership within a remote/ national work arrangement and requires a blend of relationship-building, strategic thinking, and hands-on execution to meet business goals in a