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