Remote Dispatch & Service Delivery Manager

Cox Enterprises; New Mexico; Remote; USD 90,000 - 120,000; Full time

Job summary

Cox Fleet seeks a Manager, Dispatch Follow Up to oversee the contact center’s daily operations, ensuring service levels, quality standards, and customer satisfaction. The role leads supervisors and agents, focusing on process execution, team development, and customer advocacy.

The position espouses a high-performance environment with cross-functional collaboration in HR and management to recruit, coach, and develop staff while aligning with company policies and operational goals.

Qualifications

• Bachelor’s degree in a related discipline with 6+ years in a related field; alternative combos allowed.
• At least 1 year in a management/leadership role.
• Experience in automotive industry or fleet management preferred.
• Experience supporting process and operational excellence.
• Strong relationship building and communication skills.

Responsibilities

• Oversee daily operations of the contact center and manage a team of supervisors and agents.
• Monitor and coach on dispatch timeliness, team efficiency, and phone metrics.
• Coordinate with HR on recruiting, interviews, and promotions.
• Ensure adherence to policies, procedures, and service level agreements.
• Collaborate with management on wages, hours, and employee issues.
• Perform annual reviews and drive continuous improvement initiatives.

Skills

People leadership

Customer service

Operational excellence

Team coaching

Hiring/recruiting collaboration

Education

Bachelor’s degree

Tools

CRM tools

Phone/metric monitoring

Job description

Cox Fleet seeks a Manager, Dispatch Follow Up to oversee the contact center’s daily operations, ensuring service levels, quality standards, and customer satisfaction. The role leads supervisors and agents, focusing on process execution, team development, and customer advocacy.

The position espouses a high-performance environment with cross-functional collaboration in HR and management to recruit, coach, and develop staff while aligning with company policies and operational goals.