Manager, Transportation Contact Center (Cox Automotive Fleet Client Solutions and Delivery)

Cox Communications • Cherryville, NC

19d • Remote

About The Position

FleetNet America is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & proprietary fleet technology.  FleetNet America is Cox Automotive Mobility’s digital marketplace; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business. The Manager, Dispatch, is responsible for overseeing the daily operations of the contact center to deliver excellent customer service experience. This role manages a team of supervisors and agents, ensuring service level agreements, quality standards, and customer satisfaction goals are met. The Manager is an effective people leader, focused on process execution, team development, and customer advocacy.

Requirements

• Bachelor’s degree in a related discipline and 6 years’ experience in a related field (contact center management). The right candidate could also have a different combination, such as a master's degree and 4 years’ experience; a Ph.D. and 1 year experience in a related field; or 10 years’ experience in a related field
• At least 1 year of experience in a management/leadership role
• Experience supporting process and operational excellence
• Excellent relationship building, networking, communication (written and verbal) 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
• To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Nice To Haves

• Experience in the automotive industry or fleet management preferred

Responsibilities

• Oversees day-to-day operations of the call center team, ensuring alignment with organizational goals and performance standards.
• Acts as a customer advocate, supporting the resolution of issues by coordinating technical and process support.
• Helps create and guide key performance indicators and identifies opportunities for improvement, implementing corrective actions as needed.
• Tracks service delivery and performance metrics, supporting initiatives to close performance gaps.
• Handles escalated customer issues, ensuring thorough analysis and resolution.
• Applies operational knowledge to support process improvements within call center operations.
• Leads by example, demonstrating integrity, championing Cox values, and fostering a culture of respect, collaboration, and excellence.
• Coaches and mentors team members to build high-performing teams and promote accountability and engagement.
• Assists with budgets, staffing plans, and resource allocation to meet operational goals.
• All other duties as assigned.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees