Call Center Operations Manager (BPO / Teleperformance – Outbound Marketing)

Overview: Sales skills required
We are seeking an experienced Call Center Operations Manager with a strong background in the BPO industry to lead and manage outbound calling campaigns. This role requires a hands-on leader who understands Teleperformance-style operations end-to-end, can build and manage high-performing calling teams, and drive results in home improvement service campaigns.

Key Responsibilities:

• Full Operations Ownership:
  Manage call center operations end-to-end, including campaign setup, dialing strategy, script implementation, and daily performance management.
• Team Management & Readiness:
  Build, train, and lead a team of outbound callers (agents), ensuring they are fully prepared with scripts, tools, and performance expectations.
• Outbound Campaign Execution:
  Oversee lead generation and appointment-setting campaigns, particularly in home improvement services (e.g., HVAC, plumbing, roofing, etc.).
• Tool & System Expertise:
  Utilize and manage dialing platforms and CRM tools such as AutoReach (or similar dialers), ensuring efficiency and high contact rates.
• Script Development & Optimization:
  Develop, implement, and continuously refine call scripts to improve conversion rates and customer engagement.
• Performance Management:
  Monitor KPIs such as call volume, conversion rates, contact rate, and ROI; take corrective actions to meet targets.
• Data-Driven Decision Making:
  Analyze campaign data, optimize lists, dialing strategies, and agent performance based on insights.

• Client & Service Alignment:
  Ensure all operations align with service-based business needs, especially within home improvement verticals.

   

Key Requirements:

• Minimum 5+ years of experience in BPO / call center operations, preferably within Teleperformance or similar environments
• Proven experience managing outbound calling teams (lead generation / sales / appointment setting)
• Strong knowledge of dialers (e.g., AutoReach or similar systems) and CRM platforms
• Experience in home improvement or service-based industries is highly preferred
• Ability to create scripts, train teams, and launch campaigns from scratch
• Hands-on, execution-focused mindset — not just management, but operational involvement
• Strong leadership, coaching, and performance management skills

Core Competencies:

• Operational excellence in BPO environments
• Outbound sales and lead generation strategy
• Team leadership and accountability
• Data analysis and performance optimization
• Process building and scaling