Remote Dispatch Operations Manager

Cox Enterprises; West Virginia; Remote; USD 85,000 - 95,000; Full time

Job summary

Cox Fleet is seeking a Manager to oversee the daily operations of the contact center, leading supervisors and agents to meet service levels and quality standards. The role focuses on process execution, team development, and customer advocacy in a fast-paced environment.

Responsibilities include coaching, interviews, policy enforcement, and collaboration with HR on staffing, wages, and promotions. Remote or hybrid work options apply within the US.

Qualifications

• Bachelor’s degree in a related discipline or higher with compatible years of experience.
• 6+ years in a related field or equivalent combination.
• 1+ year of management/leadership experience.
• Experience in automotive industry or fleet management preferred.
• Excellent relationship building and communication skills.
• Ability to work in a high performance, fast-paced team environment.
• Ability to adapt to a changing environment.
• Strong problem solving and negotiation skills.

Responsibilities

• Oversee daily operations of the contact center.
• Manage a team of supervisors and agents to meet SLAs and quality standards.
• Monitor dispatch timeliness, team efficiency, and staff utilization.
• Coordinate with HR on recruiting, interviews, and promotions.
• Ensure policy adherence and customer satisfaction in decisions.

Skills

Team leadership

Operations management

Customer service

Communication

People development

High pace adaptability

Education

Bachelor’s degree in a related discipline

Master’s degree acceptable

Ph.D. with 1 year experience

Job description

Cox Fleet is seeking a Manager to oversee the daily operations of the contact center, leading supervisors and agents to meet service levels and quality standards. The role focuses on process execution, team development, and customer advocacy in a fast-paced environment.

Responsibilities include coaching, interviews, policy enforcement, and collaboration with HR on staffing, wages, and promotions. Remote or hybrid work options apply within the US.