Contact Center Operations Manager

The Contact Center Operations Manager is the in-house call product expert who is passionate about contact rate optimization. The responsibilities of this role blend strategic and analytical skills with technical expertise in all things telephony. From recipe testing to monitoring industry trends, you will plan, develop, and direct the company’s telephony practices to align with overall business goals.

You’ll work closely with cross-functional teams to optimize and scale our telephony solutions to meet evolving business needs. If you’re passionate about delivering cutting-edge telephony solutions and thrive in a collaborative environment, we want to hear from you!

This is an in-person role at our office in American Fork, UT.

What you will do:

• Oversee, manage, and optimize our owned & operated telephony platform:
  • Recipe testing and internal platform architecture (speed to lead, dialing algorithm)
  • Create and test new recipes
  • Process filters: Manage recipe-assigning rules and split tests
• Be responsible for managing telephony operations for optimal contact rates:
  • Revive leads using SQL
  • Improve scripts and conduct A/B testing
  • DID Optimization, weekly
• Strategic operations administration & optimization:
  • Campaigns
  • Dispositions
  • Connectors
  • ANI Grouping
  • IVR
• Own Five9 operations:
  • Troubleshooting issues
  • User management, reporting

Who you are

The ideal candidate has extensive experience with VoIP, PBX systems, and telecommunication protocols, paired with a proactive approach to problem-solving.

• Self-starter, motivated, highly productive
• Able to work autonomously
• Data-driven, analytical, and strategic
• Collaborative - able to work across departments
• Great communicator - both written and verbal

What makes you qualified:

• 7+ years at a call center
• 3-5 years managing a dialer - specifically Five9
• Bachelor degree preferred

Compensation will be determined by factors including knowledge and skills, role-specific qualifications, and experience.

Who we are

As a fully integrated technology platform, Buyerlink simplifies online marketing, empowering businesses of all sizes to gain access to in-market locally-targeted consumer demand at scale. As a One Planet Group company, we believe that businesses can thrive while making a positive impact on the world. Our values—integrity, innovation, and purpose—are at the core of everything we do. We’re dedicated to fostering an environment where team members feel supported, empowered, and inspired to achieve their goals.

The types of Personal Information we may collect (directly from you or from Third Party-sources) and our privacy practices depend on the nature of the relationship you have with Buyerlink and the requirements of applicable law. We endeavor to collect information only relevant for the purposes of processing. By continuing, you agree to Buyerlink's privacy policy, which can be accessed here.

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