Contact Center Operations Manager

Powering Performance Marketplaces in Digital Media

QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and “research and compare” consumers with brands. We run these virtual- and private-label marketplaces in one of the nation’s largest media networks.

Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results.

Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience.

We believe in:

• The direct measurability of digital media.
• Performance marketing. (We pioneered it.)
• The advantages of technology.

We bring all this together to deliver truly great results for consumers and brands in the world’s biggest channel.

Job Category

The Operations Manager will oversee the technical management of the Five9 telephony system and the operational coordination between the US-based management team, compliance, and the BPO site in the Philippines. The role requires expertise in telephony system administration and operations management. The candidate will handle system performance monitoring, forecasting agent hours, managing compliance, and driving alignment between telephony workflows and business processes. The position will involve researching the impact of telephony changes, creating documentation, ensuring compliance with communication laws, and optimizing operational efficiency. Must be comfortable working with both systems and people, managing not just the technology but also the coordination between various stakeholders.

Responsibilities

• Telephony Management: 

• • Manage, configure, troubleshoot, and optimize the Five9 telephony system to ensure efficient operations in an outbound lead generation environment. 

• • Monitor telephony system performance metrics, including call routing, agent performance, and IVR systems, ensuring minimal downtime and high-quality call handling. 

• • Test and document changes to the telephony system, ensuring any adjustments are aligned with operational goals and business needs. 

• • Research and analyze the impact of telephony changes on system performance, agent efficiency, and revenue metrics. 

• • Collaborate with IT, data, and operations teams to integrate the telephony system with other business tools and ensure seamless data flows. 

• • …