Director of Call Center Operations (2053)

About this role

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…