We are seeking an experienced and data-driven Call Center Performance & System Optimization Manager to lead our dialing and contact center operations. This role is perfect for a strategic problem-solver who is passionate about leveraging technology and data to drive conversion rates and optimize performance. You’ll be the architect of our outreach strategy, ensuring our campaigns are efficient, compliant, and highly effective.

QUALIFICATIONS:

• VoIP Operations Expertise: Proven experience building workflows with dialer systems like Five9 and Ytel, including campaign setup, routing logic, and call pacing.
• Optimization Skills: A track record of optimizing key metrics like talk time, transfer rates, and close rates to improve campaign performance.
• Data Proficiency: Comfort with using business intelligence tools such as Looker Studio, BigQuery, and CRM dashboards to analyze performance data and identify trends.
• Workflow Design: Experience automating and auditing task flows, including CRM integrations and call dispositioning.
• Problem-Solving Abilities: A demonstrated ability to debug and resolve real-time operational issues, from dropped calls to misrouted leads.

PREFERRED SKILLS:

• Experience with lead scoring systems.
• Minimum of 5 years of experience.
• Familiarity with TCPA (Telephone Consumer Protection Act) compliance.
• Working knowledge of API/webhook-based integrations.
• An understanding of call center quality assurance (QA), sales handoffs, and real-time adherence (RTA).

• Dialer Operations Expertise: Oversee and manage all aspects of dialer operations, including campaign setup, routing logic, and call pacing, with a deep focus on Five9 and Ytel.
• Conversion-Driven Optimization: Analyze and identify opportunities to improve key performance indicators (KPIs) like talk time, transfer rates, and close rates. Implement strategies to maximize agent productivity and campaign success.
• Data Analysis & Reporting: Utilize data from platforms like Looker Studio, BigQuery, and CRM dashboards to monitor performance trends, analyze lead quality, and pinpoint areas of drop-off.
• Workflow Automation: Design, implement, and audit automated task flows, including Motion, CRM syncing, and call dispositioning logic, to streamline operations and reduce manual effort.
• Real-time Problem Solving: Act as the first point of contact for real-time issues, such as dropped calls, misrouted leads, or performance anomalies, and resolve them quickly and effectively.
• Compliance & Time Zone Management: Ensure strict adherence to time zone compliance, outbound rules, and other regulations to maintain operational integrity and legal standards.