Call Operations Manager, Centerfield
$80-115k
+ Semi-annual bonus
Customer acquisition enablement platform
Be an early applicant
Customer acquisition enablement platform
1001+ employees
Be an early applicant
$80-115k
+ Semi-annual bonus
1001+ employees
Company mission
To provide client companies with super-powered customer acquisition tools, boosting sales, profitability, growth, and loyalty.
Role
Who you are
- Bachelor’s degree preferred
- 5+ years of experience in call center analytics, product, or technology
- Minimum of 3 years of experience in call center management or operations, with a proven track record of optimizing call routing or outbound dialing
- A passing fluency in SQL or coding queries
- A never-finished drive for continual improvements in efficiency and product quality
- Strong understanding of call center technologies, dialers, CRM systems and metrics
- Strong analytical and problem-solving abilities
What the job involves
- Develop and implement operational strategies to meet business objectives and improve overall performance
- Drive new opportunities for increasing GP - increase revenue and improve client conversion rates, while also finding ways to reduce operational costs
- Articulate in an elevated manner the business trends, needs and direction
- Establish KPIs for what an ideal customer experience looks like – including length of call, reason for dropping, conversion rate, QA
- Utilize data analytics to drive decision-making and strategic planning, as well as uncover trends and improvement opportunities
- Analyze call center metrics to hit performance goals
- Prepare regular reports on call center performance, customer satisfaction, and operational efficiency for senior management
- Describe and teach in laymen’s terms the overall processes for dialing/routing, matching, scripting
- Drive continuous improvement initiatives to enhance call center processes and overall customer experience
- Manage strategic outbound dialing programs, such as Wellcare and QM member care, to ensure successful outcomes
- Oversee the setup and performance of outbound dialing campaigns, ensuring alignment with business goals
- Optimize dialing and queuing strategies to enhance campaign effectiveness and agent productivity
- Develop and implement strategies for call routing, including lead and call scoring to enhance operational efficiency
- Set up and manage routing configurations such as agent filter sets, agent filters, and call campaigns to maximize effectiveness
- Identify opportunities to improve outcomes by enhancing the buyer selection process through advanced call routing techniques
- Ensure effective matching processes for shoppers to sales representatives on both outbound and inbound calls as well as shoppers to clients
- Oversee the quality of products and services delivered to clients, ensuring alignment with established standards
- Partner with sales and account management teams to develop expected client quality KPIs – including conversion rates, billable rates, credit rates
- Develop and maintain effective scripts that ensure top product quality to client while also always considering how to enhance consumer experience on the phone
- Analyze client feedback and call data to identify improvement areas and optimize call center processes to meet quality KPIs
- Implement best practices across the call experience
- Collaborate with IT and other departments to leverage technology for improved call routing, reporting, and customer interaction
- Drive tech requests to optimize call center effectiveness and efficiencies
- Act as the primary liaison for technology needs, including discovery, ideation, solutioning, and prioritization of call operations technologies
- Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change
Application process
- Interviews will take place after resumes have been screened for minimum requirements
Our take
Centerfield supplies an owned and operated web sites and technology platform, Dugout, to automate end-to-end customer acquisition for personalized shopping experiences across business, insurance, residential, and eCommerce.
Specializing in customer acquisition, the company's system measures online interactions and click-to-call performance, tests and reports on customer experiences, and automates ad and bid optimization. Clients enjoy increases to activation rates and productivity, as well as access to new revenue.
Centrefield continues to bolster its offerings through smart acquisitions, that allow it to serve additional industries as it expands. The company has supported a range of different clients including household brands such as AT&T and Macy’s.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jan 2017
$156m
GROWTH EQUITY VC
Total funding: $156m
Company benefits
- Semi-Annual Bonuses
- Family Planning Benefits
- $500 WFH Stipend
- Flexible PTO
- Company 401k Match
- Fitness Reimbursement
- Learning & Development
- Mental Health Support
- Health, Vision, and Dental Benefits
Company values
- Leave your uniform at home
- No egos on the field
- Study the playbook
- Get up to bat and swing
- Practice makes perfect
- Keep track of your stats
- Root for the team
- High five our wins
- Give back
Company HQ
Playa Vista, Los Angeles, CA
Articles
Leadership
Brett Cravatt
(Co-CEO)They worked as an Attorney as Loeb & Loeb for a year before spending a decade as COO and CEO of Vendare and WebYES! respectively.
Jason Cohen
(Co-CEO)They started their career as a Sales Executive at DoubleClick before founding and exiting from several successful Performance Marketing companies.
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