Manager, Dispatch Follow Up

Cox Enterprises

. Oversee daily contact center operations to deliver an excellent customer service experience .

Posted 10/26/2026full-timeUnited StatesSeniorLead💰 $81,400 - $122,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing contact center operations, ensuring service level agreements and quality standards are met while fostering team development and operational excellence. Proficient in communication, relationship building, and problem-solving within a fast-paced environment.

Highest-signal resume keywords

Team ManagementOperational ExcellenceCustomer Service ExperienceProcess ImprovementAutomotive Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Bachelor’s DegreeMaster’s DegreePh.D.Management ExperienceProcess ImprovementOperational ExcellenceTeam Efficiency MonitoringPerformance Metrics AnalysisRecruiting and InterviewingQIP Measurements

Soft Skills

Relationship BuildingNetworkingWritten CommunicationVerbal CommunicationInterpersonal SkillsProblem SolvingNegotiation SkillsAdaptability

Tools & Technologies

Event-Monitoring SoftwarePhone Metrics Systems

Industry Keywords

Contact Center OperationsCustomer Satisfaction GoalsFleet ManagementAutomotive Industry

About the role

Key responsibilities & impact

Oversee daily contact center operations to deliver an excellent customer service experience
Manage a team of supervisors and agents
Ensure service level agreements, quality standards, and customer satisfaction goals are met
Manage assigned team members
Monitor and coach team members on operational excellence, dispatch timeliness, team efficiency, phone metrics, and staff utilization
Manage alerts on the left projector screen and phone board and monitor other event-monitoring software
Maximize system processes
Support team members’ personal development, motivation, and training
Perform annual reviews and QIP measurements and reviews
Participate in recruiting by conducting interviews and recommending new hires and promotions
Collaborate with Human Resources and management on wages, hour requirements, and employee issues
Communicate and enforce company policies and procedures
Interact with customers or vendors as needed to ensure proper event handling
Perform other assigned duties and projects
Travel 50% of the time

Requirements

What you’ll need

Bachelor’s degree in a related discipline and 6 years’ experience in a related field; alternatively, a master’s degree and 4 years’ experience, a Ph.D. and 1 year of experience, or 10 years’ experience in a related field
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, written and verbal communication, 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
Must currently be authorized to work in the United States for any employer without current or future sponsorship
No OPT, CPT, STEM/OPT, or visa sponsorship now or in future
Must clear a pre-employment drug test

Benefits

Comp & perks

Flexible vacation with pay
Seven paid holidays annually
Up to 160 hours of paid wellness annually for employees or family members
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid sick leave
Flexible vacation/wellness days and/or PTO
Reasonable accommodations for qualified applicants or employees with disabilities