Call Center Performance & Systems Optimization Manager

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. Key Responsibilities: 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. 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). Why Join Us? Be part of a dynamic, forward-thinking team that values innovation and collaboration. Opportunity to make a significant impact on our brand’s marketing success. Competitive salary and benefits package. Access to professional development and training opportunities. Work in a supportive and creative environment where your ideas and contributions are valued. What We Offer: ~ You’ll work in-office Full time. ~ Annual income of $ 65k to $ 95k. ~ W2/Contractor. ~ Schedule: Monday to Friday and 3 Saturdays. ~40-45 hrs per week. About BPO Relations: Welcome to BPORelations, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients.In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy. Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.