Head of Call Center Operations
I
I Sell For You (ISFY)Call center operations
Remote (United States), US hoursFull-TimeDirector
SalaryUSD 70,000 - 110,000 per year based on experience, plus performance bonus
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Job Details
- Languages
- Strong written and spoken English
- Experience
- 5+ years managing 100+ agents in a call center or BPO
- Required Skills
- Coaching
Requirements
- Have 5+ years managing 100+ agents in a call center or BPO.
- Bring outbound sales experience; this is preferred.
- Have experience managing Philippine BPO teams.
- Read dialer data and act on it the same day.
- Have strong written and spoken English.
- Be based in the United States.
- Be authorized to work in the US.
Responsibilities
- Lead team leaders and a team of 500+ phone agents based in the Philippines.
- Own daily metrics, including dials per agent, connection rate, conversion, average handle time, and attendance.
- Build shifts and schedules to cover every campaign on US hours.
- Run call reviews, coaching, and scorecards to manage quality.
- Hire, onboard, and train new agents with the HR team.
- Send the CEO a weekly report with results and the plan for the following week.
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