Call Center Systems Manager

Call Center Telecommunications Operations Systems Manager


Overview: This role focuses on managing the overall technical and operational systems in a call center, including call routing, speed, wait times, hang-ups, and performance analytics. Strong knowledge of call center software and telephony platforms experience with SIP provisioning, analytics tools, and performance reporting.

Responsibilities:

Configure and manage SIP provisioning and VoIP systems.
Troubleshoot connectivity and call quality issues.
Collaborate with vendors like Dialpad and Twilio to ensure system reliability.
Oversee telephony systems, including SIP provisioning and VoIP configurations.
Analyze and optimize call flow, wait times, and agent performance metrics.
Monitor call logs and troubleshoot technical issues like dropped calls and delays.
Collaborate with vendors like Twilio, Dialpad, and others to ensure systems are running efficiently.
Configure, monitor, and maintain SIP/VoIP systems.
Ensure efficient call routing and reduce issues like bounce calls and delays.
Provide real-time troubleshooting for call center operations.
Generate and interpret call logs, performance reports, and analytics.
Track metrics such as wait times, hang-up rates, and abandoned calls.
Provide insights from data analysis to improve agent performance and system efficiency.
Work with IT to troubleshoot technical bottlenecks in call handling processes.
Experience with SIP provisioning, analytics tools, and performance reporting.
Problem-solving skills for technical and operational issues.
Expertise in telecommunications systems, SIP provisioning, and call routing.
Strong knowledge of reporting tools and real-time monitoring dashboards.
Familiarity with platforms like Twilio, Dialpad, or other VoIP systems.
Strong data analysis skills, with knowledge of tools like Excel, BI dashboards, and call center analytics software.
Familiarity with telephony systems and how they impact performance metrics.
Strong communication skills to report findings and recommend solutions.
Manage the call center’s telephony systems, performance metrics, and reporting tools.
Collaborate with IT and operations teams to streamline processes.
Ensure compliance with SLAs (Service Level Agreements) for speed and reliability.

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Skills Required:

Expertise in VoIP systems, SIP protocols, and telephony hardware/software.
Knowledge of networking, including QoS and troubleshooting.
Experience with telephony system logs and reporting.
and reliability.
Knowledge of call center operations and systems like Dialpad, Twilio, or Five9.
Experience with real-time analytics, reporting, and workforce optimization tools.
Technical understanding of VoIP, SIP provisioning, and network protocols.



Minimum Education:

Bachelor’s degree in Business Administration, Information Technology, or a related field.


Preferred Education:

Bachelor’s degree with a focus on Telecommunications, Computer Science, or Operations Management.


Relevant Experience:

3-5 years of experience managing call center systems or telecommunication operations.

Certifications (Preferred):

ITIL (Information Technology Infrastructure Library) for operational efficiency.
CCNA (Cisco Certified Network Associate) for networking and VoIP expertise.
Workforce Management (WFM) certifications, such as those from NICE or Genesys.

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