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Contact Center Operations Manager

Remote:

Full Remote

Contract:

Full time

Salary:

38 - 70K yearly

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree in IT or related field, 3+ years of telephony system administration experience, Five9 preferred, Experience in operations management in BPO/contact center, Background in forecasting agent hours and workforce planning, Familiarity with compliance processes and AI speech analytics.

Key responsabilities:

Manage and optimize the Five9 telephony system
Monitor performance metrics and ensure call quality
Coordinate between US management and BPO teams
Develop dashboards for tracking agent performance and compliance
Facilitate communication between cross-functional teams

QuinStreet Online Marketplace and E-commerce SME https://www.quinstreet.com

501 - 1000 Employees

See more QuinStreet offers

Job description

Powering Performance Marketplaces in Digital Media

QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and “research and compare” consumers with brands. We run these virtual- and private-label marketplaces in one of the nation’s largest media networks.

Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results.

Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience.

We believe in:

The direct measurability of digital media.
Performance marketing. (We pioneered it.)
The advantages of technology.

We bring all this together to deliver truly great results for consumers and brands in the world’s biggest channel.

Job Category

The Operations Manager will oversee the technical management of the Five9 telephony system and the operational coordination between the US-based management team, compliance, and the BPO site in the Philippines. The role requires expertise in telephony system administration and operations management. The candidate will handle system performance monitoring, forecasting agent hours, managing compliance, and driving alignment between telephony workflows and business processes. The position will involve researching the impact of telephony changes, creating documentation, ensuring compliance with communication laws, and optimizing operational efficiency. Must be comfortable working with both systems and people, managing not just the technology but also the coordination between various stakeholders.

Responsibilities

Telephony Management:

- 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.

Operational Coordination:

- 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.

Data and Reporting:

- 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.).

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.

The expected salary range for this position is $60,000 USD to $70,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.

#LI-REMOTE

QuinStreet is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity or any other characteristics protected by law.

Please see QuinStreet’s Employee Privacy Notice here.