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Call Center Operations Manager Jobs in Dallas, TX

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Call Center Manager

Dallas, TX · On-site

$55K - $65K/yr

Recruit, onboard, and develop top talent Operations Management * Oversee daily inbound and outbound call center operations * Monitor call queues, scheduling, staffing, and workforce management

Pizza Hut

Call Center Shift Manager

Mckinney, TX · On-site

Shift Managers are also responsible for managing all aspects of the day-to-day call center operations as the Subject Matter Expert. We can provide a flexible schedule, but business needs demand that ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Key Responsibilities: - Own telephony technology to ensure seamless communication and operations within the call center. - Manage real-time call center operations to optimize efficiency and ...

Windows USA

Call Center QA Manager

Irving, TX

Key Responsibilities: - Own telephony technology to ensure seamless communication and operations within the call center. - Manage real-time call center operations to optimize efficiency and ...

Addison Group

Bilingual Call Center Manager

Bedford, TX · On-site

$75K - $90K/yr

The Call Center Manager will oversee the day-to-day operations of an inbound contact center while focusing on employee development, process improvements, and service quality. This individual will be ...

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Call Center Operations Manager information

See Dallas, TX salary details

$31.3K

$73.2K

$134.6K

How much do call center operations manager jobs pay per year?

As of Aug 23, 2026, the average yearly pay for call center operations manager in Dallas, TX is $73,204.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,200.00 and $90,400.00 per year, depending on experience, location, and employer.

What does a call center operations manager do?

A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.

What are the key skills and qualifications needed to thrive as a call center operations manager?

To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.

What are some common challenges faced by call center operations managers, and how can they be addressed?

Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.

What is the difference between Call Center Operations Manager vs Call Center Supervisor?

AspectCall Center Operations ManagerCall Center Supervisor
ResponsibilitiesOversees overall call center operations, strategic planning, and team managementManages daily team activities, monitors performance, and handles escalations
Required CredentialsBachelor's degree, experience in call center management, leadership skillsHigh school diploma or equivalent, experience in customer service, team supervision
Work EnvironmentOffice-based, strategic meetings, cross-department collaborationOffice or call center floor, direct team supervision
Industry UsageCommon in large call centers, BPOs, and corporate customer serviceFound in smaller call centers, retail, and service industries

The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.

What are the most commonly searched types of Call Center Operations jobs in Dallas, TX?

The most popular types of Call Center Operations jobs in Dallas, TX are:

What are popular job titles related to Call Center Operations Manager jobs in Dallas, TX?

For Call Center Operations Manager jobs in Dallas, TX, the most frequently searched job titles are:

What job categories do people searching Call Center Operations Manager jobs in Dallas, TX look for?

The top searched job categories for Call Center Operations Manager jobs in Dallas, TX are:

What cities near Dallas, TX are hiring for Call Center Operations Manager jobs?

Cities near Dallas, TX with the most Call Center Operations Manager job openings:

Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Dallas, TX as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 11% Part Time, 1% Temporary, 3% Contract, and 1% Nights. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $73,204 per year, or $35.2 per hour.

Director, Call Center Operations

Unleashed Brands

Bedford, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

New

Job description

Director, Call Center Operations
Job Summary
The Director, Call Center Operations is responsible for delivering strong and consistent performance across call center
operations supporting multiple brands on the Unleashed Brands platform. This leader oversees internal teams and
outsourced call center partners, with accountability for service, sales and conversion performance, customer experience,
workforce effectiveness, operating cost, and overall execution.
The role combines people leadership with operational improvement. The Director is expected to build strong leaders and
teams, establish clear performance expectations, identify and address performance gaps, and continuously improve the
processes, tools, and operating practices that drive call center results.
This leader also oversees external call center vendors and outsourced teams, ensuring they meet established service levels,
quality standards, performance expectations, and financial commitments.
Key Responsibilites

Drive Call Center Performance

  • Own performance across assigned brands and programs, including service level, quality, conversion, occupancy, shrinkage, productivity, attrition, and other key operating metrics.
  • Establish clear performance expectations and operating rhythms that create accountability for results.
  • Identify performance gaps quickly and work with leaders to implement corrective actions and measurable improvement plans.
  • Use data, customer feedback, and firsthand operational observation to improve performance and customer outcomes.
  • Ensure consistent execution and service standards across brands while accounting for differences in business needs and customer expectations.

Lead and Develop Call Center Teams

  • Lead, coach, and develop call center leaders responsible for day-to-day operations and team performance.
  • Build leadership capability and succession depth across the call center organization.
  • Ensure leaders consistently coach performance, manage attendance and productivity, and address employee issues promptly.
  • Partner with the People Team on workforce planning, organizational structure, hiring needs, performance management, and employee relations.
  • Create an operating environment that reinforces accountability, development, and strong customer service.

Improve and Optimize Operations

  • Evaluate call center processes, workflows, staffing models, and operating practices to identify opportunities to improve performance, efficiency, and customer experience.
  • Lead implementation of process improvements and ensure changes deliver measurable results.
  • Standardize operating practices where doing so improves consistency, efficiency, or scalability across brands.
  • Develop staffing and workforce plans that align labor resources with contact volume, service expectations, and business demand.
  • Build operating plans and performance measures that connect call center activity to broader business outcomes.

Manage Outsourced Call Center Partners

  • Oversee outsourced call center vendors and external delivery partners supporting Unleashed Brands and its brands.
  • Establish and manage service levels, quality standards, performance expectations, and operating requirements for external partners.
  • Hold vendors accountable for performance, staffing, service quality, and contractual commitments.
  • Review vendor performance and economics and identify opportunities to improve service, efficiency, or cost.
  • Lead onboarding and operational integration of new vendors or outsourced teams as business needs evolve.

Financial and Business Accountability

  • Own assigned call center budgets and monitor labor, vendor, and operating costs.
  • Manage cost-per-contact, labor efficiency, staffing productivity, and other financial measures.
  • Develop business cases and ROI analysis for process, technology, staffing, or vendor changes.
  • Connect call center performance to sales, customer experience, retention, and other brand-level business outcomes.
  • Communicate performance, risks, and improvement plans clearly to senior leaders and brand stakeholders.

Technology and Continuous Improvement

  • Identify opportunities to use technology, automation, AI, and analytics to improve call center performance and customer experience.
  • Partner with Technology and vendor teams to implement new tools and integrate them effectively into operations.
  • Ensure technology investments translate into improved productivity, quality, customer experience, or cost performance.
  • Lead adoption of new tools and processes through clear implementation plans, training, communication, and performance measurement.

Brand and Stakeholder Partnership

  • Build strong working relationships with brand leaders and key stakeholders supported by the call center organization.
  • Understand each brand's priorities and translate them into appropriate call center operating plans and service expectations.
  • Provide clear visibility into results, issues, trends, and improvement opportunities.
  • Resolve escalated operational issues and ensure commitments to brands and customers are met.
Qualifications

Required

  • 10+ years of progressive call center or contact center operations experience, including leadership of managers and frontline teams.
  • Demonstrated success leading multi-brand, multi-program, or multi-site call center operations.
  • Proven ownership of call center KPIs including service level, quality, conversion, productivity, occupancy, and workforce performance.
  • Experience improving operational processes and delivering measurable performance, efficiency, or customer experience improvements.
  • Strong workforce management experience, including staffing models, forecasting, scheduling, and labor optimization.
  • Experience managing budgets, labor costs, vendor costs, or other significant operating expenses.
  • Experience managing outsourced call center providers or other strategic operational vendors.
  • Demonstrated ability to develop leaders, build accountability, and improve team performance.
  • Strong analytical and financial acumen with the ability to translate data into operating decisions.
  • Ability to work effectively across multiple brands and with senior business leaders.

Preferred

  • Experience implementing or scaling AI-enabled call center tools, automation, or advanced analytics.
  • Experience leading significant operational change or process transformation.
  • Experience with Five9, Salesforce, workforce management platforms, business intelligence tools, and modern call center technology.
  • Experience in a franchise, multi-brand, consumer services, or similarly complex operating environment.

Perks

  • Paid bi-weekly
  • Company Paid Holidays
  • Flexible Paid Time Off
  • Paid Parental Leave
  • Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions
  • Competitive 401(k) Program with employer matching contributions
  • Daily dress code of "business casual"
  • A positive work environment
  • And much, much more

Company Description

Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex.

Commitment to Equal Opportunity

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