Operations Manager for Call Center & Delivery

Operations Manager – Call Center and Delivery

Pay: $25.00 per hourSchedule: 37.5–40 hours per weekJob Type: Full-timeLocation: Sacramento, CA

About the Role

KOLAS is looking for an Operations Manager to oversee the day-to-day performance of our Call Center and Delivery teams. This role reports to the Senior Operations Manager – Delivery & Call Center and is responsible for supporting efficient operations, strong customer service, team accountability, and sales performance.

This is a hands-on leadership role for someone who can coach employees, solve problems quickly, communicate clearly, and help both departments operate smoothly in a fast-paced environment.

What You’ll Do

• Oversee daily operations of the call center and delivery teams.
• Monitor order flow from call/order placement through delivery completion.
• Support dispatch decisions and help resolve delays, fulfillment issues, or delivery communication gaps.
• Make and manage outbound sales calls, including guest re-engagement, abandoned cart/order follow-up, promotion follow-up, and customer retention outreach.
• Provide superior customer service and support customer satisfaction goals.
• Respond to customer complaints, requests, concerns, and suggestions, and resolve issues as needed.
• Communicate weekly promotions, goals, and operational updates from upper management to staff.
• Prepare daily, weekly, and monthly reports.
• Support daily, weekly, and monthly performance goals.
• Identify operational improvement opportunities and share recommendations with leadership.
• Answer staff questions and support team problem-solving.
• Serve as a resource on products, services, policies, procedures, industry updates, and regulatory changes.
• Perform quality assurance audits and provide one-on-one coaching.
• Manage schedules for the call center and delivery teams.
• Train new employees and support ongoing training for current staff.
• Oversee opening and closing duties as needed.
• Manage the delivery fleet, vehicle inspections, maintenance schedule, and vehicle maintenance software.
• Escalate unresolved staffing, guest, vehicle, compliance, or operational issues to leadership as needed.

What We’re Looking For

• Minimum 1 year of management experience.
• Sales experience preferred.
• Strong understanding of customer service and customer retention strategies.
• Proven leadership, team management, and conflict resolution skills.
• Excellent communication and strong attention to detail.
• Strong time management and multitasking ability.
• Ability to adapt in a fast-paced, changing environment.
• Ability to follow direction from upper management and implement expectations effectively.
• Proficiency in Google Suite, including Sheets and Docs.

Preferred Background

• Experience in call center, delivery, retail, hospitality, or other high-volume service environments.
• Cannabis industry experience is a plus.

What Success Looks Like

• Call center and delivery teams meet service, quality, and performance expectations.
• Customer complaints are resolved professionally and followed up on when needed.
• Outbound sales calls support customer retention, re-engagement, and revenue growth.
• Delivery delays, order flow issues, and staffing gaps are identified and escalated quickly.
• Fleet readiness is maintained and vehicle issues are addressed promptly.
• Team members receive consistent coaching, communication, and accountability.

Apply

If you are a hands-on leader who can support performance, coach teams, and help drive a smooth and guest-focused operation, we’d like to hear from you.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you able to work from 8:00 AM to 11:30 PM Monday - Sunday?

Experience:

• Sales: 1 year (Required)
• Management: 1 year (Required)

Work Location: In person