Key Responsibilities
- Own daily operational health, dialing pacing, and platform efficiency across RingCentral, SingleComm, and related dialer infrastructure.
- Execute list manipulation and overlay strategies to optimize lead penetration and contact rates.
- Manage staffing models, headcount allocation, and real-time capacity/utilization for routing segments.
- Act as first responder for technical platform outages; drive vendor/IT resolution and execute a 15-minute escalation bridge to the COO.
- Oversee core training deployment, including field implementation of AI roleplay simulators and operational training enhancements.
- Coordinate with HR and Finance on performance metrics and variable compensation reporting.
- Direct QA processes and partner with our Noida, India office to address Agents of Concern (AOC) quickly and systematically.
- Lead performance gamification strategies via Snowfly to improve supervisor capabilities, floor culture, retention, and revenue pacing.
- Translate Client Services account requirements into concrete dialing strategies, list segmentation, and agent alignments while protecting production stability.
- Continuously evaluate and implement QA and operational improvement opportunities.
Key Performance Indicators (KPIs)
- Revenue pacing vs. daily/weekly/monthly corporate targets.
- Seat utilization and minimizing dead time across a large-capacity model.
- Hiring classes meeting WFM forecasts and reductions in 30/60/90-day attrition.
- Dialer efficiency: list-burn optimization, dropped-call reduction, and compliance metrics.
- Achievement and maintenance of quality and compliance standards.
Qualifications
- 5+ years progressive leadership in high-volume, fast-paced call centers; proven experience managing large outbound operations (500+ seats preferred).
- Deep technical proficiency with enterprise dialers (RingCentral, SingleComm, or equivalent), WFM systems, automated list-management tools, and gamification platforms (e.g., Snowfly).
- Strong data-driven, strategic orientation-ability to translate P&L goals into tactical floor scripts and dialer profiles.
- High-accountability leadership style: experienced floor commander who can mentor site managers and collaborate with QA, HR, Finance, and Client Services.
What We Offer
- A leadership role with broad operational authority and direct impact on revenue and agent experience.
- Opportunity to implement AI-enabled training and modern performance gamification.
- Cross-functional partnership with domestic and offshore teams.
- Medical, Dental, Vision, 401k with match, PTO and more!
