Account Manager (Fleet Dispatch Operations)

Company Overview

We are hiring for a U.S. based provider of end-to-end fleet management services, specializing in dispatch coordination, technician scheduling, and maintenance oversight for commercial vehicles. Through its 24/7 support hub in India, our client ensures operational continuity, real-time monitoring, and compliance excellence for clients across the United States and North America.

Job Role

The Call Center Account Manager -Fleet Dispatch Operations is a pivotal member of the operations team, responsible for driving performance across the dispatch function. This role ensures service levels are consistently met, oversees dispatcher performance, coordinates closely with U.S. and India-based teams, and leads initiatives aimed at process optimization and team development. The ideal candidate brings leadership, accountability, and a customer-first approach to a fast-paced dispatch environment.

Job details

• Role: Account Manager (Fleet Dispatch Operations)
• Job Type: Full-Time | Work from Office
• Location: Sec-67 Mohali
• Experience: 3-5 years
• CTC: ₹1 lac- ₹ 1 lac 40k per month

Key Responsibilities

Dispatch Management (India Hub)-

• Act as the primary point of contact for all dispatch escalations at the India support hub.
• Maintain strong communication with U.S.-based Dispatch Leadership to ensure alignment with client needs and service standards.
• Resolve client concerns, service issues, or complaints with professionalism and urgency.

Dispatch Coordination-

• Work in close coordination with dispatch teams to ensure timely scheduling and assignment of jobs, including technician dispatch, service calls, and field support.
• Monitor ongoing jobs to proactively identify bottlenecks or delays and take corrective actions as needed.
• Manage high-priority or urgent dispatch requests and reallocate resources in real-time when necessary.

Account Oversight-

• Track key performance indicators (KPIs), service level agreements (SLAs), and dispatcher productivity metrics.
• Generate and present regular performance reports to internal stakeholders and clients.
• Identify recurring challenges or inefficiencies and implement data-driven solutions to enhance performance.

Process Improvement-

• Collaborate with the Operations and Dispatch Leadership team to optimize workflows and improve overall dispatch efficiency.
• Contribute to the creation and delivery of training programs, SOP updates, and quality assurance initiatives.

Team Collaboration-

• Serve as a communication bridge between the India support hub and U.S.-based dispatch teams.
• Coordinate with dispatchers and field managers (as needed) to ensure seamless, end-to-end service delivery.

Required Skills & Qualifications

• Proven experience in a high-volume call center or dispatch operations role.
• Strong customer service and client relationship management skills.
• Excellent verbal and written communication abilities.
• Proficiency with CRM systems, dispatch platforms, and Microsoft Office tools.
• Ability to prioritize tasks, multitask effectively, and perform under pressure.
• Strong analytical and problem-solving capabilities

Preferred Qualifications

• Previous experience in logistics, fleet operations, or field service coordination.
• Familiarity with industry-specific platforms such as FleetIQ, Towbook, or Reach

Performance Metrics

• SLA Compliance Rate
• Client Satisfaction (CSAT / NPS)
• First-Call Resolution Rate (if applicable)
• Dispatch Accuracy and Timeliness
• Retention and Performance of Assigned Accounts

Apply Now

• Job Application Form: https://tr.ee/d5y70Z
• WhatsApp: +91-9877051752
• Call: +91-9877051752
• Portfolio: https://linktr.ee/hireuglobal

Warm Regards,

Hire U Global Staffing Team

Contact: +91-9877051752

Pay: ₹100,000.00 - ₹140,000.00 per month

Benefits

• Commuter assistance
• Health insurance
• Leave encashment
• Provident Fund

Application Question(s)

• Do you have 2-4 years of relevant experience in Canadian/US/UK Fleet Dispatch Operations as a Manager?

Education

• Bachelor's (Required)

Location

• Mohali, Punjab (Required)

Work Location: In person