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Head of Outbound
Job in
Town of Poland, Jamestown, Chautauqua County, New York, 14701, USA
Listed on 2026-01-03
Listing for:
Growe
Full Time
position Listed on 2026-01-03
Job specializations:
-
Business
Data Analyst, Business Analyst
Job Description & How to Apply Below
- Conduct a full audit of call center operations (scripts, databases, KPIs, processes, tools) and identify key performance gaps and optimization opportunities;
- Prepare and present a transformation plan with baseline metrics and improvement roadmap;
- Redesign team structure and workflows aligned with the acquisition model; assess agent performance and optimize headcount;
- Develop and refine call scripts; enhance quality control, feedback, and coaching frameworks;
- Implement a unified reporting system with clear visibility on core KPIs (calls, conversions, efficiency, lead utilization);
- Collaborate with BI and CRM teams to ensure data accuracy and actionable insights;
- Evaluate and upgrade call tools and technologies;
- Introduce a KPI-based incentive model; foster a high-performance, feedback-driven culture with clear career paths.
- 5+ years of experience in call center management or transformation (preferably in sales/acquisition-driven environments);
- Proven record of scaling or reorganizing call centers of 20+ agents;
- Experience with CRM and dialer systems (Hub Spot, Pipedrive, Zoho, etc.);
- Excellent leadership and coaching abilities;
- Data-driven mindset with strong reporting and communication skills;
- Experience in iGaming domain.
- Strong analytical and process optimization skills;
- Adapt easily to a dynamic environment with shifting priorities;
- Take ownership, stay organized, and act proactively.
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