Contact Center Operations Manager

Job Category

The Operations Manager will oversee the technical management of the Five9 telephony system and the operational coordination between the US-based management team, compliance, and the BPO site in the Philippines. The role requires expertise in telephony system administration and operations management. The candidate will handle system performance monitoring, forecasting agent hours, managing compliance, and driving alignment between telephony workflows and business processes. The position will involve researching the impact of telephony changes, creating documentation, ensuring compliance with communication laws, and optimizing operational efficiency. Must be comfortable working with both systems and people, managing not just the technology but also the coordination between various stakeholders.

Responsibilities

• Telephony Management:

• • Manage, configure, troubleshoot, and optimize the Five9 telephony system to ensure efficient operations in an outbound lead generation environment.

• • Monitor telephony system performance metrics, including call routing, agent performance, and IVR systems, ensuring minimal downtime and high-quality call handling.

• • Test and document changes to the telephony system, ensuring any adjustments are aligned with operational goals and business needs.

• • Research and analyze the impact of telephony changes on system performance, agent efficiency, and revenue metrics.

• • Collaborate with IT, data, and operations teams to integrate the telephony system with other business tools and ensure seamless data flows.

• • Maintain and update detailed documentation of system configurations, workflows, and troubleshooting processes.

• Operational Coordination:

• • Act as a primary liaison between the US-based management team, internal compliance, and the BPO team in the Philippines, ensuring smooth communication and alignment on processes.

• • Forecast agent hours required for the month based on call volume, business trends, and operational demand to ensure staffing aligns with goals.

• • Coordinate regular updates and reports on performance metrics, agent productivity, and compliance standards between the US and BPO teams.

• • Work closely with compliance teams to ensure telephony processes adhere to regulatory requirements, industry best practices, and business objectives.

• • Facilitate communication between the scripting, telephony, and AI quality analytics teams to ensure that adjustments and improvements align with operational and business goals.

• • Schedule and lead regular operational review meetings with the BPO management team and other stakeholders to discuss performance metrics and operational challenges.

• Data and Reporting:

• • Develop and manage dashboards and reports to track agent performance, call metrics, system uptime, and compliance.

• • Provide regular insights and feedback to leadership on telephony performance, system enhancements, and areas of improvement.

• • Collaborate with data analysts to ensure accurate reporting and visibility into key metrics (revenue, conversion rates, agent performance, etc.).

Requirements

• Bachelor's degree in Information Technology, Operations Management, Business Administration, or a related field.
• 3+ years of experience in telephony system administration (Five9 experience preferred) with a deep understanding of call routing, IVR systems, and performance tracking.
• Experience in operations management, particularly within a BPO or contact center environment.
• Experience in forecasting agent hours and managing workforce planning.
• Proven ability to document and test telephony changes and assess their impact on business performance.
• Ability to coordinate between cross-functional teams including engineering, compliance, operations, and BPO management.
• Strong problem-solving skills with a technical background and operational mindset.
• Excellent communication skills for collaborating across teams and presenting findings to leadership.
• Experience with compliance processes in a telephony environment, ensuring alignment with communication laws and regulations.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Familiarity with AI speech analytics and contact center reporting tools (e.g., Five9, LevelAI) is a plus.