Director, Contact Center Operations

Company: Buyerlink
Location: American Fork
Posted on: February 8, 2025

Job Description:

The Director, Contact Center Operations, 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, this is the role for you.

This individual has the potential to oversee the entire Call Center product, and brings direct call center
and Five9 experience that we hope will elevate our current team, operations, processes, and overall
success. As an experienced manager, this individual would bring in a lot of experience not just on the
tech side but as a people leader, too.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 areThe 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 verbalWhat makes you qualified:
            • 7+ years at a call center
            • 5+ years managing a dialer - specifically Five9
            • Proven experience managing a team of people
            • Bachelor degreeCompensation 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.Powered by JazzHR
              
              
              
              PIa5bfce95d44f-37248-36875622

Keywords: Buyerlink, Salt Lake City , Director, Contact Center Operations, Executive , American Fork, Utah