Find & Apply For Call Center Manager Jobs in Sacramento, California

Job Description Job Title:

Call Center and Delivery Manager Department:

Delivery & Call Center Operations Reports To:

Senior Operations Manager

•

Delivery & Call Center FLSA Status:

Non-Exempt Status:

Full-Time Location:

Arden Area, Sacramento, CA Prepared Date:

Sept 23rd, 2026

Starting Compensation:

$25.00 per hour

Schedule:

37.5-40 hours per week Summary The Call Center and Delivery Manager is responsible for overseeing the day-to-day operations of both the Call Center and Delivery teams in accordance with KOLAS company standards. Reporting directly to the Senior Operations Manager

• Delivery & Call Center, this role is responsible for team supervision, operational execution, customer service, sales performance, scheduling, employee coaching, dispatch support, fleet readiness, and compliance with company policies and procedures.

Other duties as assigned. This is a hands-on management role for a leader who can direct employees, delegate responsibilities, coach performance, respond to operational issues, exercise sound judgment, and maintain a professional, accountable, and guest-focused environment across both departments. Essential Duties and ResponsibilitiesDaily Operations Oversee and manage the daily operations of the Call Center and Delivery teams, with a focus on efficiency, service, sales performance, accuracy, and accountability. Direct day-to-day workflow and assign responsibilities based on staffing levels, business volume, operational priorities, and employee capabilities. Monitor order flow from call/order placement through delivery completion. Support dispatch decisions and help resolve delays, fulfillment issues, routing concerns, or delivery communication gaps. Adjust staffing assignments and workflow as needed to maintain service levels and operational coverage. Oversee the opening and closing of the facility as necessary. Communicate with upper management to ensure accurate information is relayed to staff regarding weekly promotions, team goals, policy changes, operational updates, and department priorities. Prepare and update daily, weekly, and monthly reports as required. Achieve daily, weekly, and monthly performance goals established by upper management. Identify areas for operational improvement and make recommendations to the Senior Operations Manager. Exercise sound judgment when resolving routine staffing, guest, dispatch, workflow, and operational issues. Escalate significant staffing, employee-relations, guest, vehicle, compliance, safety, or operational issues to the Senior Operations Manager and/or Human Resources as appropriate. Customer Service and Sales Provide superior customer service and ensure both teams meet established customer satisfaction expectations. Respond to customer complaints, requests, concerns, and suggestions and take appropriate action to resolve issues. Support customer retention through strong service standards, issue resolution, follow-up, and professional communication. Help drive team performance related to service quality, conversion, sales, outbound activity, and customer retention. Make and manage outbound sales calls, including guest re-engagement, abandoned cart/order follow-up, promotion follow-up, customer retention outreach, and other approved sales initiatives. Coach team members on effective outbound sales calls, guest follow-up, sales conversations, and conversion-focused communication. Monitor customer service and sales performance and provide coaching when expectations are not being met. Ensure customer-facing communications are accurate, professional, compliant, and consistent with company expectations. Team Leadership and Management Directly supervise the day-to-day work of Call Center and Delivery employees. Assign responsibilities, establish priorities, monitor workflow, and adjust assignments based on operational needs. Set clear performance expectations and provide ongoing coaching, feedback, and direction to employees. Conduct performance evaluations and document employee performance, attendance, conduct, and coaching as required. Address performance and conduct concerns promptly and administer corrective action in partnership with the Senior Operations Manager and Human Resources. Participate in interviewing, candidate selection, hiring recommendations, onboarding, and training of new employees. Make recommendations regarding employee advancement, promotion, discipline, transfer, scheduling, or other changes in employment status. Manage employee schedules for the Call Center and Delivery teams. Address attendance issues, call-outs, shift coverage, meal and rest period coverage, and staffing needs. Review employee performance against established customer service, sales, dispatch, delivery, attendance, quality, and productivity expectations. Resolve routine employee concerns and workplace conflicts and escalate significant employee-relations matters to the Senior Operations Manager and/or Human Resources. Delegate work appropriately and hold employees accountable for assigned responsibilities, deadlines, and performance expectations. Ensure team members follow company policies, SOPs, safety requirements, compliance standards, and management directives. Maintain appropriate professional boundaries with employees and consistently apply policies and expectations across the team. Support a professional, respectful, accountable, and performance-focused team culture. Serve as a resource for staff regarding products and services, policies and procedures, industry updates, promotions, and regulatory changes. Perform quality assurance audits and provide one-on-one coaching to team members. Train new employees and facilitate ongoing training for existing staff. Fleet and Operational Support Manage the delivery fleet, vehicle maintenance schedule, and vehicle maintenance software. Ensure required vehicle inspections are completed and documented. Track vehicle readiness, downtime, maintenance needs, and availability. Report and follow up on vehicle maintenance issues promptly. Communicate fleet availability concerns that may affect delivery operations. Help ensure vehicles are ready for operation and escalate maintenance or safety concerns promptly. Support operational consistency across delivery coordination, call handling, order fulfillment, and team communication. Assist in identifying patterns related to delivery delays, driver issues, routing concerns, or vehicle downtime. Compliance and Confidentiality Maintain confidentiality of guest, employee, and company information. Follow company delivery procedures and applicable cannabis regulations. Ensure employees follow policies related to customer eligibility, order accuracy, payment handling, professional communication, and delivery procedures. Support accurate delivery reconciliation and follow company procedures for cash/payment handling where applicable. Ensure employees follow company safety, security, and operational requirements. Escalate suspected compliance, safety, security, or policy violations to appropriate leadership. Required Experience, Education, and Skills Minimum of one year of management experience required. Sales experience preferred. Strong understanding of customer service and customer retention strategies. Proven leadership skills with effective team management and conflict resolution abilities. Experience coaching employees and addressing performance concerns. Excellent communication skills and strong attention to detail. Strong time-management skills with the ability to multitask effectively. Ability to adapt in a fast-paced and changing environment. Ability to implement leadership direction while exercising sound independent judgment in day-to-day staffing, customer service, workflow, dispatch, and employee management decisions. Ability to delegate responsibilities and hold employees accountable for results. Proficiency in Google Suite, including Sheets and Docs. Must be available to work evenings, weekends, holidays, and schedule changes based on business needs. Preferred Qualifications Experience in call center, delivery, retail, hospitality, logistics, or other high-volume service environments. Cannabis industry experience is a plus. Experience coaching frontline teams to service, quality, and sales expectations. Experience with dispatch, delivery coordination, fleet operations, or routing systems is a plus. Experience with outbound sales, customer retention, or re-engagement programs is a plus. Key Success Metrics Call answer rate Call abandonment rate Outbound call completion Conversion rate Customer satisfaction and complaint resolution On-time delivery Order completion rate Average delivery wait time Fleet readiness and downtime Schedule coverage and staffing reliability Quality assurance results Employee coaching and follow-up completion Attendance and staffing consistency Sales and customer retention performance Performance Expectations The Call Center and Delivery Manager is considered to be performing in an acceptable manner when the following are consistently demonstrated: Customer Service

• Responds promptly to guest and team needs and resolves service issues effectively and professionally. Leadership
• Provides clear direction, delegates effectively, coaches employees, and holds team members accountable for expectations. Employee Management
• Addresses attendance, conduct, performance, scheduling, and employee concerns consistently and promptly. Operational Execution
• Maintains smooth day-to-day workflow and completes required reporting, follow-up, and operational responsibilities. Sales Performance
• Supports conversion, outbound sales activity, customer retention, and established department sales goals. Communication
• Shares information clearly and accurately with employees, guests, and leadership. Dependability
• Demonstrates reliable attendance, punctuality, responsiveness, and follow-through. Judgment
• Uses sound decision-making and appropriately determines when to resolve an issue independently versus when escalation is required. Delegation
• Assigns responsibilities appropriately and ensures employees complete assigned work accurately and on time. Professional Boundaries
• Maintains positive working relationships while preserving appropriate manager-to-employee boundaries and consistent accountability. Adaptability
• Responds effectively to changing priorities, staffing issues, increased volume, and unexpected operational demands. Team Culture
• Supports a respectful, professional, accountable, and team-oriented environment. Quality
• Demonstrates attention to detail and ensures employees follow established procedures and quality standards. Safety and Compliance
• Supports compliance with company standards, policies, safety expectations, and operational procedures.

Supervisory Responsibilities This position directly supervises Call Center and Delivery employees and is responsible for directing daily work, assigning responsibilities, scheduling, training, coaching, performance management, employee accountability, and supporting hiring and disciplinary decisions in partnership with the Senior Operations Manager and Human Resources. The Call Center and Delivery Manager is expected to exercise sound judgment and appropriate discretion when managing routine employee and operational matters and to escalate significant employee-relations, compliance, safety, or operational issues as appropriate.

Language, Mathematical, Reasoning, and Computer Skills Language Skills:

Ability to read, write, and speak English effectively and communicate clearly with guests, employees, and leadership.

Mathematical Skills:

Ability to work with basic business math, percentages, reporting data, performance metrics, and operational calculations.

Reasoning Ability:

Ability to solve practical problems, evaluate operational situations, prioritize competing demands, and make sound decisions in a fast-paced environment.

Computer Skills:

Proficiency with Google Suite and comfort using scheduling, reporting, POS, routing, fleet, communication, and operational systems. Physical Demands The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Frequently required to sit, stand, walk, talk/hear, and use hands/fingers for computer and phone work. May occasionally lift and/or move up to 25 pounds. Must be able to multitask, manage competing priorities, and remain professional during escalated or high-volume situations. Work Environment Office, call center, and field support environment. Moderate noise. May move between departments during shifts. Acknowledgements I have reviewed and understand the above job description and believe it to be accurate and complete. I understand that the Company retains the right to modify this job description as business needs change. I understand that this job description does not constitute a contract for employment and that employment remains at-will.

Employee Signature:

______________________________

Date:

__________________

Supervisor Signature:

_____________________________

Date:

__________________

Indeed Job PostingCall Center and Delivery Manager Pay:

$25.00 per hour

Schedule:

37.5-40 hours per week

Job Type:

Full-Time Location:

Sacramento, CA About the Role KOLAS is looking for a Call Center and Delivery 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 managing frontline employees, directing daily workflow, supporting customer service and sales performance, managing schedules, coaching employees, supporting dispatch operations, and helping maintain fleet readiness.

This is a hands-on management position for someone who can lead employees, delegate responsibilities, solve problems quickly, maintain accountability, and help both departments operate smoothly in a fast-paced environment. What You'll Do Direct and supervise the daily work of Call Center and Delivery employees. Assign responsibilities, monitor workflow, and adjust staffing based on business needs. Manage employee schedules, call-outs, coverage needs, and daily staffing. Coach employees and provide clear feedback regarding performance and expectations. Address routine attendance, conduct, and performance concerns in partnership with leadership and HR. Participate in interviewing, onboarding, training, and employee development. Support hiring, performance management, and disciplinary recommendations. Oversee daily Call Center and Delivery operations. Monitor order flow from call/order placement through delivery completion. Support dispatch decisions and help resolve delays, routing issues, fulfillment concerns, and customer communication gaps. Make and manage outbound sales calls, including guest re-engagement, abandoned cart/order follow-up, promotion follow-up, and customer retention outreach. Coach employees on outbound sales calls, customer follow-up, and conversion-focused communication. Provide superior customer service and support customer satisfaction goals. Respond to customer complaints, concerns, and order issues and ensure appropriate follow-up. Communicate promotions, goals, policy updates, and operational expectations to employees. Prepare and review daily, weekly, and monthly reports. Monitor performance metrics and help drive department goals. Perform quality assurance audits and provide one-on-one coaching. Identify operational improvement opportunities and share recommendations with leadership. Manage the delivery fleet, vehicle inspections, maintenance schedule, and vehicle maintenance software. Ensure company policies, procedures, safety expectations, and compliance requirements are consistently followed. Escalate significant staffing, employee-relations, customer, vehicle, compliance, or operational issues as appropriate. What We're Looking For Minimum one year of management experience. Strong leadership, delegation, coaching, and conflict resolution skills. Experience supervising frontline employees in a fast-paced environment. Sales experience preferred. Strong understanding of customer service and customer retention strategies. Ability to hold employees accountable while maintaining a professional and positive team culture. Ability to exercise sound judgment in day-to-day operational and employee management decisions. Excellent communication and attention to detail. Strong time-management and multitasking skills. Ability to adapt in a fast-paced, changing environment. Proficiency in Google Suite, including Sheets and Docs. Ability to work evenings, weekends, holidays, and changing schedules based on business needs. Preferred Background Experience in call center, delivery, retail, hospitality, logistics, or other high-volume service environments. Cannabis industry experience is a plus. Dispatch, routing, or delivery operations experience is a plus. Outbound sales or customer retention experience is a plus. What Success Looks Like Employees receive clear direction, coaching, and accountability. Call Center and Delivery teams meet service, quality, staffing, and performance expectations. The manager maintains appropriate professional boundaries while building a strong team culture. Outbound sales calls support customer retention, re-engagement, and revenue growth. Customer complaints are resolved professionally and followed up on appropriately. Delivery delays, staffing gaps, and operational issues are identified and addressed quickly. Fleet readiness is maintained and vehicle issues are followed through to resolution. Schedules provide appropriate business coverage. Employees consistently follow company policies, SOPs, and operational standards. Performance issues are addressed consistently rather than allowed to continue. Benefits Generous 35% employee discount on cannabis products. Professional development opportunities. Medical, dental, vision, life insurance, and 401(k) options. Vacation time and other benefits. Apply If you are a hands-on manager who can lead employees, delegate effectively, coach performance, support sales, and help drive a smooth and guest-focused Call Center and Delivery 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