Dialog Direct
  • Operations
  • Dallas/Fort Worth, TX, USA
  • Full Time

The Operations Manager position serves clients and team members by working with the Site Director to plan and implement call center strategies, identify ways to improve systems and processes; and most importantly, lead and develop front line coaching staff. To effectively build a high performance culture, the Operations Manager is responsible for "on-the-floor" activities, and must be available to assist coaches and agents. All candidates will be required to complete and pass a background check.

Key Responsibilities

  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
  • Implements call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  • Executes user acceptance test plans for new program implementations and program changes
  • Works with the various support teams, including Workforce Management, Customer Experience, Human Resources and IT to accomplish objectives
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Be available to affect the entirety of the team's operations
  • Monitor queue and track inbound calls. Keep coaches and agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage coaches and agents through positive communication and feedback
  • Meet at least once each week with all coaches to review
  • Perform at least one evaluation of a coaching session with each coach every week
  • Spend 30 minutes to one hour each week monitoring agent interactions to ensure the coaches are calibrated
  • Ensure administrative bookkeeping is accurate
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Present to the Site Director at the conclusion of each week a breakdown of the past week's coaching evaluations and a written summary of your teams' performance and a breakdown of the next week's performance plan for each team
  • Develop schedules with WFM each month to ensure call center objectives are covered
  • Schedule residual training, departmental meetings, sales training, and computer training as needed
  • Develop contests, awards and themes that increase agents' loyalty, engagement and focus
  • Create effective channels of agent feedback

Qualifications and Skills

  • Able to communicate and motivate via written media
  • Should have a solid background in customer contact centers and features-benefits-solutions selling
  • Understands the value of employee engagement and superior customer care
  • Should have at least two years of direct experience managing coaches in a contact center environment, preferably in a BPO contact center, or a proven track record of operations excellence
  • Process Improvement, and process management
  • Problem Solving
  • People Skills, Teamwork, Leadership
  • Must be adept in use of MS Office 2003 or later, particularly PowerPoint, Excel, and Word. Should have some experience with CRM systems and WFM systems
  • Able to understand profit and loss calculations and basic business finance, e.g., gross margin percentages and calculations, cash-flow, overheads, etc.
  • Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and high performance
  • Professional, clear and direct
  • Motivated by new experiences, responsibility and accountability
  • Able to work successfully with a diverse group of people and be a team-player

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 4,500 team members across 12 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

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