Call Center Manager
We are seeking an experienced and innovative professional to oversee the functionality and optimization of our call center systems, ensuring seamless integration with our CRM for accurate data flow and improved client conversion.
This role involves creating performance dashboards, analyzing key metrics, resolving technical issues promptly, and driving continuous improvement through the integration of emerging technologies.
Responsibilities
- Oversee the full technology infrastructure supporting the call center, ensuring optimal performance and efficiency.
- Manage integrations across Intakes, Marketing, and Salesforce CRM to ensure data accuracy and effective lead management.
- Administer automation workflows, APIs, and related system connections (hands-on technical management; not a development role).
- Develop, maintain, and refine dashboards and reporting tools (e.g., Smart Sheets, Salesforce, Tableau, Power BI) to monitor performance and conversion metrics.
- Diagnose, triage, and resolve system outages or disruptions (e.g., Regal downtime) with minimal business impact.
- Manage relationships with third-party vendors to ensure reliable technology support and service delivery.
- Proactively identify opportunities to streamline workflows, optimize integrations, and improve user experience.
- Align technical solutions with business objectives to support organizational growth and operational excellence.
Qualifications
- Minimum of 5 years of experience managing call center technology and related systems.
- Proficiency with Salesforce CRM is required.
- Demonstrated success managing vendor relationships and system maintenance.
- Strong project and program management skills with the ability to manage multiple priorities effectively.
- Proven problem-solving skills with the ability to rapidly diagnose and resolve technical and operational challenges.
- Strong analytical capabilities, with the ability to interpret complex data and translate insights into actionable strategies.
- Exceptional communication skills to ensure clear understanding and resolution of issues across stakeholders.
- Experience with automation workflows, APIs, and third-party integrations.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
Job Type: Full-time
Pay: $120,000.00 - $150,000.00 per year
Experience:
- Call Center Management: 5 years (Required)
- Salesforce CRM: 3 years (Required)
- Vendor management: 3 years (Required)
Location:
- Los Angeles, CA 90017 (Required)
Ability to Commute:
- Los Angeles, CA 90017 (Required)
Work Location: In person
