Call Center Manager

Job Title: Call Center Manager – Outbound Lead Generation Overview

We are seeking an experienced Call Center Manager to lead and scale our outbound call center operations focused on lead generation. This role requires strong leadership, hands-on technical expertise, and the ability to manage offshore teams while ensuring compliance, performance, and operational excellence. This is a long-term career opportunity for a professional who wants to build, optimize, and sustain high-performing outbound operations.

Key Responsibilities

• Manage end-to-end outbound call center operations focused on lead generation and growth
• Lead, coach, and manage offshore call center teams, including supervisors and agents
• Build, document, and maintain call center frameworks, SOPs, workflows, and best practices
• Oversee outbound campaigns, dialing strategies, scripts, and call routing
• Ensure compliance with CJIS, HiTrust, and internal data security requirements
• Monitor KPIs, call quality, and agent performance; drive continuous improvement
• Partner with internal teams on reporting, compliance, and operational optimization
• Ensure platform stability, performance, and data accuracy across systems
• Drive a culture of accountability, quality, and results

Day-to-Day Expectations

• Review daily performance dashboards and reports
• Monitor live calls and recorded calls for quality assurance and compliance
• Hold daily/weekly performance meetings with offshore team leads
• Adjust campaigns, call strategies, and staffing based on performance data
• Identify and resolve operational or system issues quickly
• Coach underperforming agents and develop high performers
• Prepare and present daily, weekly, and monthly reports to leadership
• Ensure adherence to security, compliance, and process standards

Key Performance Indicators (KPIs)

• Outbound call volume (daily/weekly targets)
• Contact and connection rates
• Lead conversion rate and lead quality
• Cost per lead (CPL)
• Agent productivity (calls per hour, adherence, occupancy)
• Quality assurance scores
• Compliance adherence (CJIS / HiTrust)
• Agent retention and attrition rates
• Campaign effectiveness and ROI

Required Technical Knowledge & Experience

• Proven experience managing outbound call center and lead generation operations
• Hands-on experience with:
• Five9 (5-9)
• Retreaver
• Strong understanding of outbound dialing strategies, call routing, and campaign optimization
• Experience using Retreaver for call tracking, attribution, and reporting
• Ability to analyze performance data and translate insights into action
• Experience managing offshore or distributed teams
• Familiarity with data security and compliance standards, including CJIS and HiTrust
• Strong operational, troubleshooting, and process improvement skills

Qualifications

• 5+ years of call center management experience (outbound preferred)
• Proven leadership and people management skills
• Strong communication, organizational, and analytical abilities
• Results-driven mindset with a focus on continuous improvement
• Ability to build and scale frameworks for long-term success

What We Offer

• Long-term career growth and stability
• Opportunity to lead and build a scalable outbound call center operation
• Competitive compensation based on experience
• Collaborative, performance-driven environment

Pay: $75, $100,000.00 per year

Work Location: In person