Manager of Operational Excellence - Call Center environment

Manager of Operational Excellence - Call Center Environment

Job Category:
Agent Outbound

Requisition Number: MANAG
001154

Full-Time On-site Corporate Headquarters Tulsa, OK 74134, USA

Key Responsibilities

• Own daily operational health, dialing pacing, and platform efficiency across Ring Central, Single Comm, and related dialer infrastructure.
• Execute list manipulation and overlay strategies to optimize lead penetration and contact rates.
• Manage staffing models, headcount allocation, and real-time capacity/utilization for routing segments.
• Act as first responder for technical platform outages; drive vendor/IT resolution and execute a 15-minute escalation bridge to the COO.
• Oversee core training deployment, including field implementation of AI roleplay simulators and operational training enhancements.
• Coordinate with HR and Finance on performance metrics and variable compensation reporting.
• Direct QA processes and partner with our Noida, India office to address Agents of Concern (AOC) quickly and systematically.
• Lead performance gamification strategies via Snowfly to improve supervisor capabilities, floor culture, retention, and revenue pacing.
• Translate Client Services account requirements into concrete dialing strategies, list segmentation, and agent alignments while protecting production stability.
• Continuously evaluate and implement QA and operational improvement opportunities.

Key Performance Indicators (KPIs)

• Revenue pacing vs. daily/weekly/monthly corporate targets.
• Seat utilization and minimizing dead time across a large-capacity model.
• Hiring classes meeting WFM forecasts and reductions in 30/60/90-day attrition.
• Dialer efficiency: list-burn optimization, dropped-call reduction, and compliance metrics.
• Achievement and maintenance of quality and compliance standards.

Qualifications

• 5+ years progressive leadership in high-volume, fast-paced call centers; proven experience managing large outbound operations (500+ seats preferred).
• Deep technical proficiency with enterprise dialers (Ring Central, Single Comm, or equivalent), WFM systems, automated list-management tools, and gamification platforms (e.g., Snowfly).
• Strong data-driven, strategic orientation—ability to translate P&L goals into tactical floor scripts and dialer profiles.
• High-accountability leadership style: experienced floor commander who can mentor site managers and collaborate with QA, HR, Finance, and Client Services.

What We Offer

• A leadership role with broad operational authority and direct impact on revenue and agent experience.
• Opportunity to implement AI-enabled training and modern performance gamification.
• Cross-functional partnership with domestic and offshore teams.
• Medical, Dental, Vision, 401k with match, PTO and more!

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.