VP of Call Center Operations - REMOTE at Urrly

Vice President of Call Center Operations
Location: LATAM or Philippines (Remote)

Are you an experienced leader with a proven track record in call center management? This VP role is perfect for someone who thrives on optimizing operations, leading large teams, and driving performance through data-driven strategies.

Key Responsibilities

• Strategic Dialing: Develop and implement dialing strategies that align with business goals. Optimize contact lists to improve contact rates, conversion rates, and overall performance.
• Large Team Leadership: Manage teams of 100+ agents, ideally in a remote environment, ensuring high engagement and achievement of KPIs.
• Performance Coaching: Write scripts, coach agents, and implement performance improvement initiatives to elevate results.
• Data-Driven Insights: Analyze contact center data to identify trends and transform insights into actionable strategies that drive success.
• Campaign Expertise: Design, execute, and oversee SMS campaigns to enhance customer outreach and engagement.
• Dialer Management: Oversee call center dialers, with hands-on experience required (Five9 experience strongly preferred).
• Appointment Optimization: Lead and coach teams on appointment scheduling, confirmations, and rescheduling to improve efficiency and customer satisfaction.

What You Bring

• Proven Leadership: Extensive experience managing call center teams of 100+ agents, with a preference for remote team management.
• Call Center Expertise: In-depth knowledge of dialing strategies, scriptwriting, and coaching techniques.
• Technical Proficiency: Experience managing dialer systems (e.g., Five9), with a solid understanding of their operation and optimization.
• Analytical Skills: Ability to analyze and interpret call center data, turning insights into strategies that improve outcomes.
• Campaign Management: Hands-on experience with SMS campaigns as part of an integrated communication strategy.
• Strategic Vision: Strong track record of improving contact rates, conversion rates, and overall team performance.

Why This Role?

This is a unique opportunity to lead a large, remote team in a high-impact role. You’ll have the chance to shape call center strategy, implement cutting-edge solutions, and drive measurable results in a dynamic and fast-paced environment.

Ready to lead and make an impact?

Apply now to join one of the fastest growing HealthTech companies in the US as a VP of Call Center Operations.