AI-Driven Call Center Operations Lead

Highwinds; San Juan (PR); Remote; USD 110.000 - 165.000; Vollzeit

Zusammenfassung

Highwinds is seeking a Technical Operations Manager to unify leadership and the Philippines-based call center, translating goals into daily direction. You will build data systems, write SQL, and scale QA with AI tools, while automating repetitive work to speed teams. You will coach leaders and ensure compliance across the operation.

You will oversee scheduling, staffing, and performance, while developing SOPs, dashboards, and integration workflows to support growth and downstream initiatives.

Qualifikationen

• Minimum 5 years of operations experience, including 3 years leading call center or BPO teams.
• Experience managing offshore teams, especially Philippines-based.
• Strong SQL skills to write complex queries (joins, aggregations, window functions).
• Hands-on experience using AI tools to improve operational workflows.
• Experience building automations with Zapier/Make/n8n; Python/JS a plus.
• Experience building dashboards in BI tools (Looker Studio, Metabase, Tableau, Power BI).
• Familiarity with APIs, webhooks, and system integrations.
• Knowledge of dialing platforms and CRMs (Five9, Convoso, RingCentral).
• Clear SOPs and technical documentation writing ability.
• Knowledge of TCPA/DNC compliance and outbound/inbound regulations.
• Strong leadership, communication, and coaching skills.
• Able to overlap with Philippines hours as needed.
• Bachelor's degree in Business, IS, Engineering, or related field.

Aufgaben

• Oversee day-to-day operations of the Philippines-based call center team and escalation between agents and US leadership.
• Write and maintain SQL queries; create dashboards for key metrics like contact rate and handle time.
• Use AI tools to scale QA, coaching insights, and generate scripts and docs.
• Identify and automate manual workflows; integrate dialers, CRMs, and internal systems.
• Build a QA program combining human review with automated monitoring and ensure compliance.
• Create and maintain SOPs, playbooks, and documentation for operations.
• Partner with leadership on recruiting, onboarding, and coaching interventions.
• Lead cross-functional projects from planning through launch and vendor coordination.

Kenntnisse

Operations leadership

SQL

BI dashboards

AI tools

Automation tools

APIs & integrations

Call center platforms

Offshore management

Compliance

Documentation

Ausbildung

Bachelor's degree or equivalent experience

Tools

Zapier

Make

n8n

Python

JavaScript

Looker Studio

Tableau

Power BI

Jobbeschreibung

Highwinds is seeking a Technical Operations Manager to unify leadership and the Philippines-based call center, translating goals into daily direction. You will build data systems, write SQL, and scale QA with AI tools, while automating repetitive work to speed teams. You will coach leaders and ensure compliance across the operation.

You will oversee scheduling, staffing, and performance, while developing SOPs, dashboards, and integration workflows to support growth and downstream initiatives.