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

FULL Package

The Sr. Operations Manager is responsible for planning and managing all day-to-day team functions and associated duties for specific client-based assignments.  The successful candidate will work with senior management and client to help create a business plan as part of overall company and program sales growth strategy.

Key Responsibilities

  • Drive implementation of client plans across multiple products and platforms
  • Maintain and improve call center operations by monitoring system performance managing day-to-day business including (but not limited to) pipeline development, forecasting, sales cycle management, collaboration, teamwork, and best practice sharing completing system audits and analyses; managing system and process improvement and quality assurance programs
  • Lead an elite team of agents, leveraging a broad level of experience in a cohesive and collaborative manner
  • Achieve revenue goals on a consistent basis through leadership of a team
  • Implement tactics, and analyze trend results to grow market share. Integrate strategic efforts into the overall operations of the team
  • Daily monitoring and management of individual and team results
  • Partner with clients and internal Client Solution group to meet or exceed program expectations
  • Prepare daily, weekly and monthly reports for management team
  • Coach and motivate employees; managing performance and disciplinary issues as appropriate
  • Document staff performance; prepares and presents annual performance reviews; Make hiring and termination decisions
  • Motivate and encourage team through positive communication and feedback
  • Schedule residual training, departmental meetings, sales training, and computer training as needed
  • Develop contests, awards and themes that increase agents' loyalty, engagement and focus
  • Implement 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

Qualifications and Skills

  • Proven performance in oubound sales environment, with excellent track record
  • Previous LiveVOX experince prefered
  • At least 5 years supervisory/management experience with a hands-on management
  • Excellent communication and leadership skills
  • Bachelor degree in business or communications preferred
  • Proven ability to sell using excellent solution and consultative sales skills and the ability to apply creative thinking to the sales process
  • Proven ability to understand and manage details of programs and explain key elements
  • Ability to learn and communicate complex product concepts
  • Excellent interpersonal skills, time management, and multi-tasking abilities
  • Ability to prioritize and manage numerous projects on tight deadlines with limited direction.
  • High degree of initiative and keen sense of urgency
  • Should have a solid background in customer contact centers and features-benefits-solutions selling
  • 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
  • Able to work successfully with a diverse group of people

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 3,500 team members across 11 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. 

Dialog Direct
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

    I agree to ApplicantPool's Applicant Information Use Policy.*
  • Share This Page