Manager, Call Operations

Hi, We're Centerfield.

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

How You'll Contribute…

• 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




Call Efficiency

• 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.




Product Quality

• 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




Tech & Product

• 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

What We're Looking For…

• 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.

Life At Centerfield...

• Competitive salary + semi-annual bonus
• Unlimited PTO – take a break when you need it!
• Industry leading medical, dental, and vision plans + generous parental leave
• 401(k) company match plan – fully vested day 1
• Award winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
• Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
• Career growth – we enjoy promoting from within!

#LI-TM1

Closing from Default - All locations

To learn more, visit us Here.

Interviews will take place after resumes have been screened for minimum requirements. 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. 

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Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.