Remote Contact Center Operations Manager

Summary

Join our growing team as an Operations Manager to oversee the technical management of the Five9 telephony system and operational coordination between US-based management, compliance, and BPO site in the Philippines. The role requires expertise in telephony system administration and operations management.

Requirements

• Bachelor's degree in Information Technology, Operations Management, Business Administration, or a related field
• 3+ years of experience in telephony system administration (Five9 experience preferred) with a deep understanding of call routing, IVR systems, and performance tracking
• Experience in operations management, particularly within a BPO or contact center environment
• Experience in forecasting agent hours and managing workforce planning
• Proven ability to document and test telephony changes and assess their impact on business performance
• Ability to coordinate between cross-functional teams including engineering, compliance, operations, and BPO management
• Strong problem-solving skills with a technical background and operational mindset
• Excellent communication skills for collaborating across teams and presenting findings to leadership
• Experience with compliance processes in a telephony environment, ensuring alignment with communication laws and regulations
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively
• Familiarity with AI speech analytics and contact center reporting tools (e.g., Five9, LevelAI) is a plus

Responsibilities

• Manage, configure, troubleshoot, and optimize the Five9 telephony system to ensure efficient operations in an outbound lead generation environment
• Monitor telephony system performance metrics, including call routing, agent performance, and IVR systems, ensuring minimal downtime and high-quality call handling
• Test and document changes to the telephony system, ensuring any adjustments are aligned with operational goals and business needs
• Research and analyze the impact of telephony changes on system performance, agent efficiency, and revenue metrics
• Collaborate with IT, data, and operations teams to integrate the telephony system with other business tools and ensure seamless data flows
• Maintain and update detailed documentation of system configurations, workflows, and troubleshooting processes
• Act as a primary liaison between the US-based management team, internal compliance, and the BPO team in the Philippines, ensuring smooth communication and alignment on processes
• Forecast agent hours required for the month based on call volume, business trends, and operational demand to ensure staffing aligns with goals
• Coordinate regular updates and reports on performance metrics, agent productivity, and compliance standards between the US and BPO teams
• Work closely with compliance teams to ensure telephony processes adhere to regulatory requirements, industry best practices, and business objectives
• Facilitate communication between the scripting, telephony, and AI quality analytics teams to ensure that adjustments and improvements align with operational and business goals
• Schedule and lead regular operational review meetings with the BPO management team and other stakeholders to discuss performance metrics and operational challenges
• Develop and manage dashboards and reports to track agent performance, call metrics, system uptime, and compliance
• Provide regular insights and feedback to leadership on telephony performance, system enhancements, and areas of improvement
• Collaborate with data analysts to ensure accurate reporting and visibility into key metrics (revenue, conversion rates, agent performance, etc.)

Benefits

• Health care benefits
• Retirement benefits
• Paid days off (paid sick leave, parental leave, paid time off, or vacation benefits)