Job Description

The role of a Senior Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.

Operations-Inbound/Outbound Campaign Manager-Senior Manager-Operations-Exempt-UM2

We are looking for a motivated and detail-oriented Outbound Dialer Manager to support and optimize our outbound dialing operations. This role is ideal for someone with at least 2 years of hands-on experience in dialer management, outbound campaign setup, or call center technology who is ready to take the next step into a more ownership-focused position. As an Outbound Dialer Manager (also referred to as a Dialer Campaign Manager, Junior Outbound Campaign Manager, Dialer Operations Specialist, or Five9 Campaign Specialist), you will help build, configure, and refine outbound campaigns, manage call lists, monitor performance, and drive improvements in contact rates. This is a great opportunity for a developing dialer professional to expand their skills, contribute to dialing strategy, and collaborate closely with Operations, Technology, and client partners while gaining experience in advanced Five9 configuration and campaign optimization.

Responsibilities:

Campaign planning and execution including developing and implementing outbound campaign strategies script updates and management of call lists
Performance monitoring including tracking key metrics analyzing campaign results and generating performance reports
Data management including managing outbound dialers campaign templates call transfer lists and OB reporting and analytics
Design manage implement and support inbound and outbound dialer campaigns
Drive increased contact rates across all outbound campaigns
Monitor and analyze call center data to identify trends diagnose issues and optimize campaign performance
Configure and manage inbound and outbound call campaigns call flows scripts and workflows
Compliance management ensuring adherence to data privacy requirements and local laws and regulations related to outbound calling and SMSing
Collaboration with Operations Technology Clients and other departments to improve customer experience and operational efficiency
Partner with Clients to understand dialing requirements and provide recommendations
Support Operations and outbound agents throughout campaign execution
Develop training materials and provide training and support to call center staff Operations partners and end users
Continuously evaluate industry best practices to optimize campaign management

Qualifications:

Minimum of 2 years of experience in designing, configuring, and managing dialer campaigns within Five9
Excellent analytical and problem-solving skills, with a focus on data-driven decision-making
Strong communication and collaboration skills
The ability to work effectively with cross-functional teams
Strong computer and telephone multitasking skills
Experience analyzing campaigns and implementing changes that contribute to better campaign performance
Proven ability to manage multiple campaigns in a fast-paced environment
Ability to remain focused and productive each day though tasks may be repetitive

Systems Experience Required

Five9 experience

Preferred experience

Experience with other call center platforms, such as Genesys, Five9, Avaya, or Cisco, is a plus

Work@Home Florida (CST)United States of America