Director of Call Center Operations (2053)

Job Description

Job Description

About Kooner Fleet Management Solutions 

Kooner Fleet Management Solutions is one of the fastest-growing national providers of on-site fleet maintenance, preventative service, and mobile repair solutions. With nearly a decade of industry experience, Kooner FMS helps fleets reduce downtime, extend vehicle life, and simplify operations through proactive maintenance programs and advanced technology. 

As a family-founded and field-first company, we take pride in delivering trusted partnerships, exceptional service, and innovative fleet management solutions that keep America’s trucks and trailers road-ready. 

About the Director of Call Center Operations Role 

The Director of Call Center Operations is responsible for leading the day-to-day dispatch operations supporting a nationwide fleet maintenance organization. This role oversees a 24/7 global dispatch team located in the United States and India, ensuring efficient technician scheduling, preventive maintenance compliance, workload balancing, and exceptional customer support across all communication channels. 

This position is accountable for developing, implementing, and continuously improving dispatch processes and metrics that maximize technician productivity, ensure scheduled maintenance compliance and support nearly 300 field technicians and ten Field Managers throughout the United States and Canada. The Director of Call Center Operations provides strategic leadership to dispatch managers, team leads, and dispatchers while driving operational excellence through performance metrics, escalation management, and continuous process improvement. This role serves as the key voice and decision-maker for all things dispatch across the organization, representing dispatch priorities, constraints, and recommendations in leadership rooms and company-wide strategic discussions. 

 

Where You’ll Make an Impact 

Dispatch Operations Leadership 

• Lead and manage a 24/7 dispatch organization supporting nationwide fleet maintenance operations. 

• Serve as the key voice and decision-maker for all things dispatch in broader leadership rooms, representing dispatch priorities, constraints, and recommendations in company-wide strategic and operational discussions. 

• Ensure all dispatch operations meet established service level agreements (SLAs), response times, and operational performance goals. 

• Empower dispatch managers with the authority, data-driven tools, and support needed to lead their teams, optimize workflows, and sustain measurable performance gains. 

Preventive Maintenance Management 

• Create, implement, and maintain a proactive process to ensure all scheduled preventive maintenance is planned, dispatched, completed, and remains current. 

• Monitor maintenance schedules to minimize overdue preventive maintenance and maximize fleet uptime. 

• Establish reporting and accountability measures to ensure maintenance compliance across all service regions.

• Identify scheduling risks early and implement corrective actions before service commitments are impacted. 

Workforce Planning & Dispatch Coordination 

• Ensure technician workloads are planned, balanced, and distributed equitably across geographic territories and service areas. 

• Optimize technician schedules based on workload, skillset, geography, customer priority, and service level commitments. 

• Coordinate dispatch operations supporting more nearly 300 field technicians across the United States and one technician in Canada. 

• Partner with Field Managers to adjust workload capacity and respond to changing business demands. 

Team Leadership 

• Provide leadership, coaching, and performance management for: 

• US Dispatch Manager 

• India Dispatch Manager 

• Two US Dispatch Leads 

• Three India Dispatch Leads 

• Global dispatchers operating in a 24/7 environment 

• Train and empower dispatch managers and team leads to make timely, correct, and decisive decisions independently, minimizing unnecessary escalation for standard operational judgment calls. 

• Own headcount planning and justification for the dispatch organization, including staffing models, coverage requirements, and business cases for headcount requests. 

• Foster collaboration between domestic and international teams to ensure seamless handoffs, consistent processes, and standardized customer experiences. 

Communication Center Management 

• Ensure continuous coverage and timely response across all customer communication channels, including: 

• Telephone 

• Email 

• RingCentral 

• Slack 

• Microsoft Teams 

• Monitor queue performance, staffing levels, response times, and communication quality to ensure customer requests are addressed promptly 

Standard Operating Procedures & Escalation Management 

• Define, document, and maintain SOPs for all dispatch managers, team leads, and dispatchers across the U.S., Canada, and India, ensuring consistent communication standards and service delivery regardless of time of day, day of week, or location. 

• Own the design and governance of escalation paths across the global dispatch organization, defining clear, consistent criteria for when and how issues are escalated. 

• Audit SOP and escalation-path adherence, updating procedures as tools, processes, or business needs evolve. 

• Ensure technician workloads are completed daily and proactively identify work at risk of missing completion targets. 

• Escalate unresolved workload, resource constraints, or operational risks to Directors in a timely manner. 

• Lead dispatch issue triage and coordinate rapid resolution of operational challenges. 

• Support incident management during high-volume periods, service disruptions, and critical customer events. 

Metrics, Analytics & Performance Governance 

• Identify opportunities to improve dispatch efficiency, scheduling accuracy, technician utilization, and customer satisfaction. 

• Partner with Operations and Field leadership to define the KPI and metric framework used to evaluate dispatch, technician, and field performance. 

• Build and maintain dashboards and scorecards that give leadership real-time visibility into technician utilization, SLA compliance, and queue performance. 

• Lead deep-dive reviews and root cause analyses whenever KPIs or SLAs are missed. 

• Own and drive corrective action end-to-end when the root cause is dispatch-related (process, staffing, coordination, tools, or communication). 

• When the root cause relates to technician behavior, schedule adherence, or field capacity, provide Operations and Field leadership with the data, analysis, and recommendations needed to drive improvement within their organizations. 

• Utilize data to drive continuous improvement initiatives and increase dispatch productivity. 

• Present KPI results and data-driven insights in regular performance reviews and business updates with senior leadership. 

• Partner with IT/BI teams to improve data accuracy, automate reporting, and strengthen dispatch analytics infrastructure. 

• Standardize best practices across U.S., Canada, and India operations. 

Cross-Functional Collaboration 

• Represent dispatch operations as the primary point of contact in leadership and cross-functional planning discussions, ensuring dispatch capacity, constraints, and priorities informcompany-wide decisions. 

• Partner with Directors, Field Managers, Fleet Operations, Customer Support, and other operational leaders to improve service delivery. 

• Support organizational initiatives, technology implementations, and process enhancements impacting dispatch operations. 

• Participate in workforce planning and operational strategy discussions. 

What Makes You a Great Fit 

Required Experience 

• Bachelor's degree or equivalent experience. 
• 5+ years of call center, dispatch, field service, fleet maintenance, or service operations leadership experience. 
• 3+ years leading managers and/or supervisors in a multi-site or global environment. 
• Experience managing remote teams across multiple time zones. 
• Experience supporting large-scale field service organizations (250+ technicians preferred). 
• Strong workforce planning, scheduling, and resource allocation experience. 
• Experience developing operational processes and standard operating procedures. 
• Excellent analytical, organizational, and problem-solving skills. 
• Experience building, tracking, and interpreting KPIs, dashboards, and operational reports to guide day-to-day decision-making. 
• Strong communication and leadership abilities. 
• Experience building staffing models and headcount business cases to justify workforce investment to senior leadership. 

Preferred Experience 

• Fleet maintenance or automotive service operations experience. 
• Call center or customer support leadership experience. 
• Experience supporting 24/7 operations. 
• Knowledge of dispatch software, workforce management systems, and service management platforms. 
• Experience with BI or reporting tools (e.g., Power BI, Tableau, or advanced Excel dashboards) to analyze and present operational data. 
• Experience with RingCentral, Slack, Microsoft Teams, and Microsoft Office applications. 
• Lean, Six Sigma, or continuous improvement experience. 

Leadership Competencies 

• Operational Excellence 
• Strategic Planning 
• Team Development 
• Accountability 
• Customer Focus 
• Continuous Improvement 
• Decision Making 
• Cross-Functional Collaboration 
• Change Management 
• Performance Management 

Key Performance Indicators (KPIs) 

• Preventive maintenance completed on schedule 
• Technician utilization and productivity 
• Daily work completion rates 
• Dispatch response time 
• Workload balancing by technician and region 
• SLA compliance 
• Queue response times across all communication channels 
• Escalation resolution time 
• Customer satisfaction 
• Dispatch team productivity and quality 
• Employee engagement and retention 
• Timeliness and accuracy of KPI dashboards and operational reporting 
• SOP adherence and consistency across U.S., Canada, and India dispatch teams 

 

Why You’ll Love Joining Our Team 

• Earn What You Deserve: Competitive base pay starting at $100K plus a performance bonus up to $30K.

• Weekly Paydays: Get paid every Friday – no waiting around! 

• Invest in Your Future: 401(k) with company match. 

• Health Benefits that Kick in Fast: Medical, Dental, and Vision coverage after just 30 Days! 

• Time to Recharge: Enjoy paid vacation time, paid sick time, and paid holidays to rest, recharge, and take care of what matters most. 

• We’ve Got You Covered: Life & Disability Insurance for added peace of mind – because we take care of our team on and off the job. 

• We’re Here for You: Access to our Employee Assistance Program for support when you need it most – we've got your back. 

• Grow With Us: Big Career Growth Opportunities in a rapidly expanding, forward-thinking organization. 

Work Environment 

• Standard office setting

• Must be able to lift up to 10 lbs. 

• Must be able to sit for up to 4 hours at a time 

Kooner Fleet Management Solutions is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, free from discrimination and harassment. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We celebrate diversity and are dedicated to fostering a workplace where every team member can thrive.  

Kooner Fleet Management Solutions participates in E-Verify for employment eligibility verification.

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