Direct Interactions Inc

Compensation

Full Description

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Disability Hub MN Operations Manager is responsible for overseeing the day-to-day activities that keep the organization running efficiently and effectively. This role provides both strategic and hands-on leadership, managing processes, people, and resources to ensure services are delivered accurately, on time, within budget, and in alignment with established quality standards. A core responsibility of this position is ownership of workforce management (WFM), including forecasting, staffing, scheduling, and monitoring service level performance to maintain operational excellence. The Operations Manager plays a critical role in supporting organizational goals, optimizing performance, and driving continuous improvement in a fast-paced, service-driven environment. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities • Oversee daily operational activities to ensure productivity, accuracy, and compliance with company policies, contractual obligations, and regulatory requirements. • Supervise staff, establish clear performance expectations, and monitor key performance metrics to ensure service levels are consistently met. • Develop, implement, and refine operational processes and workflows to improve efficiency, quality assurance, and overall service delivery. • Analyze reports, data, and performance trends to identify areas of opportunity and implement corrective action plans. • Lead workforce management strategy including forecasting, staffing models, scheduling optimization, and resource allocation to ensure service level targets and operational performance goals are achieved. • Provide coaching, mentorship, and professional development opportunities to supervisors and frontline team members. • Address and resolve escalated operational issues promptly, ensuring professional, compliant, and solution-focused outcomes. • Identify operational challenges and implement effective solutions to strengthen systems and internal processes. • Ensure adherence to organizational policies, industry regulations, and compliance standards. • Foster a culture of accountability, collaboration, and continuous improvement. Requirements • Proven experience in operations management, preferably within a call center, customer service, nonprofit, or regulated environment. • Demonstrated leadership experience with the ability to develop and motivate teams. • Strong analytical, problem-solving, and decision-making skills. • Ability to manage multiple priorities in a fast-paced, performance-based environment. • Excellent communication and interpersonal skills. • Proven experience leveraging workforce management (WFM) systems and operational reporting tools to drive performance outcomes. Additional Requirements • Demonstrated commitment to diversity, equity, and inclusion principles. • Ability to maintain confidentiality and exercise sound judgment. • Flexibility to adapt operational strategies to changing organizational needs. • Ability to coach, mentor, and support staff development. • Capacity to drive continuous improvement initiatives across teams and workflows. Qualifications • Must reside in Minnesota. • Bachelor’s degree in business administration, Human Services, Operations Management, or a related field preferred, or equivalent combination of education and experience. • Employment is contingent upon successful completion of a criminal background check and education verification. • Minimum of 3 years of leadership experience in operations, contact center, healthcare, nonprofit, or other regulated environment. • Proven ability to manage operational performance, workflow, and resource allocation. • Demonstrated experience supervising staff and leading teams in a structured, metrics-driven environment. • Proven experience managing workforce management strategy, including forecasting, capacity planning, schedule optimization, and real-time performance oversight in a metric-driven environment. • Proficiency in all Microsoft Office tools or similar applications.