Manager of Operational Excellence (Call Center)About the jobRole DescriptionThe Manager of Operational Excellence (Call Center) is a full-time, on-site role based in Tulsa, OK. This position is responsible for leading continuous improvement initiatives across call center operations, including analyzing performance metrics, identifying process gaps, and implementing actionable solutions to enhance efficiency and customer experience.
Day-to-day Responsibilities- Own daily operational performance, including dialer health, pacing, and platform efficiency across RingCentral, SingleComm, and related systems.
- Execute list strategies, segmentation, and overlays to improve lead penetration and contact rates.
- Manage staffing models, headcount planning, and real-time capacity across routing segments to support production goals.
- Serve as the first point of escalation for platform issues, coordinating with vendors and IT to resolve outages and leading a 15-minute escalation bridge with the COO when needed.
- Oversee training execution, including the rollout of AI roleplay simulators and enhancements to operational training programs.
- Partner with HR and Finance on performance reporting, metrics tracking, and variable compensation processes.
- Lead QA operations and collaborate with our Noida, India team to quickly identify and address Agents of Concern (AOC).
- Develop performance initiatives and gamification strategies that strengthen supervisor effectiveness, team culture, retention, and revenue performance.
- Translate Client Services goals into actionable dialing strategies, list segmentation plans, and agent alignment while maintaining production stability.
- Identify and implement ongoing improvements across quality, processes, and operational performance.
Qualifications- 5+ years of leadership experience in high-volume, fast-paced contact centers, with a strong background managing large outbound operations.
- Advanced knowledge of enterprise dialers, workforce management (WFM) systems, automated list management tools, and performance/gamification platforms.
- Strong analytical and strategic mindset with the ability to turn business goals and P&L objectives into actionable floor strategies, scripts, and dialer configurations.
- High-accountability leadership approach with experience coaching site leaders and partnering cross-functionally with QA, HR, Finance, and Client Services teams.
- Ability to work on-site in Tulsa, OK and collaborate effectively with teams across different locations and regions.
What We Offer- Salary range between $80,000- $100,000
- Medical coverage that includes no-cost virtual doctor visits
- Dental and vision coverage
- Paid time off
- Paid holidays
- 401(k) with company match
- Optional pet insurance
