This is a remote position.
Role Title: Experience Systems & Data Manager
Department: Support
Reports To: Director of Operations
Location: Remote
Role Overview
We are supporting our client—an innovative and values-driven virtual call center provider—in the recruitment of an Experience Systems & Data Manager. This critical role ensures seamless execution of services offered to clients, with a focus on operational excellence, team leadership, and data system optimization. The ideal candidate will be committed to upholding the organization’s Core Values while driving measurable outcomes aligned with the company’s Mission and Vision.
Key Responsibilities
Champion Company Culture: Actively promote and embody the client’s culture across all internal and external interactions.
Cross-Functional Support: Serve as a key systems and data resource for Team Leaders, Supervisors, and the Client Success Team.
Campaign Performance Oversight: Review and manage call center reports to enhance campaign execution and optimize performance.
Timely Problem Solving: Address issues swiftly and professionally, ensuring minimal disruption to operations.
Team Leadership: Lead, train, and manage the Systems & Data team—including Systems & Data Coordinators or other supporting roles.
Performance Coaching: Collaborate with Team Leaders to coach agents and improve individual and team performance.
People Management: Participate in hiring, interviews, and disciplinary processes related to the Systems & Data team as needed.
Workforce Forecasting: Provide Operations and Team Leads with projected agent hours based on anticipated business volume.
Compliance & Policy Enforcement: Ensure adherence to company policies, including scheduling and attendance requirements.
Shift Oversight: Monitor and report any irregularities or escalations occurring during shifts to leadership.
Campaign Administration: Assist Team Leads with campaign setup and deactivation.
Campaign Prioritization: Manage campaigns using a First In, First Out (FIFO) approach to maintain efficiency.
Execution Accuracy: Guarantee timely and precise processing of all campaign orders.
Campaign Launch Compliance: Ensure campaigns are activated within 72 hours or by the client’s requested launch date.
Data Execution: Verify appropriate record volumes are processed for each campaign.
Data Handling: Manage all uploads, cleansing processes, and data exports related to campaigns.
Reporting: Ensure match back reports and client-requested reporting are delivered accurately and that the team is fully trained to execute these tasks.
System Training & Support: Demonstrate deep understanding of dialing platforms and internal systems to support and train team members effectively.
Systems Integration: Work with leadership and Team Leads to implement, improve, and train on partner platforms and internal systems.
Note: This list outlines the general responsibilities of the role but is not exhaustive. Additional tasks may be assigned as business needs evolve.
Candidate Requirements
Skills & Competencies
Team player mindset with proven ability to collaborate and work across departments
Demonstrated leadership capabilities and experience in coaching team members
Self-motivated and proactive, with the ability to manage responsibilities independently
Familiarity with campaign systems, data cleansing, uploads/exports, and reporting
Consistent work ethic, punctuality, and reliable attendance
Key Performance Indicators (KPIs)
Campaigns are launched on or before the committed completion date
Business data and tracking metrics maintain high accuracy
Campaign record upload discrepancies remain below 15% per month
Company Mission
To be the obvious choice for virtual call center support.
Company Vision
To make clients love doing business with our clients.
Core Values
EXTRAORDINARY
We actively seek ways to create outstanding experiences for clients, teammates, and all those we interact with—leaving every touchpoint better than before.
DETERMINED
We are focused and resilient. We complete every task with purpose and are committed to growth—individually and collectively. We learn, self-educate, and share knowledge to elevate the whole team.
CHARISMATIC
Our energy, thoughts, and behaviors inspire positivity and drive excellence. We bring enthusiasm that encourages others to be their best.
