Upcall, an on-demand API Callforce, is hiring an Operations Manager
Our Operations team is the heart and soul of Upcall. We are looking for a driven and experienced Callers Operations & Logistics Manager who wil be responsible for growing and optimizing the supply-side of our marketplace and be part of a massive opportunity to change the global sales & marketing outsoucing industry.

The Callers Operations & Logistics Manager role is a unique opportunity to have a direct impact on thousands of people through the growth and optimization of the calling community on Upcall's platform.

This is a critical role as it directly correlates to continually improving the client experience through greater caller availability, while increasing quality control and streamlining processes associated with the supply side of our business. This data-driven role calls for a rare combination of analytical thinking and interpersonal ability to manage relationships with a very valuable part of our business; our callers community.

We are in the midst of incredible growth, which requires hard work. We are looking for individuals who are passionate about what they do and ready to roll up their sleeves to grow our online platform.

This involves building new processes as well as being responsible for all aspects of the marketplace, including the onboarding, management, quality insurance, engagement, content creation, escalation and training for our outbound callers community (Upcallers) working on our platform.

You will be highlighting the Upcall opportunity for as many potential qualified callers as possible. You will start your day by diving into marketplace data and Upcallers feedback. Your goal is to identify trends through quantitative and qualitative data, and take action on them.

You will be working closely with the Management Team in order to implement growth and quality measurement strategies and continue building and analyzing relevant KPIs.

You will generate reports and evaluate performance as compared to the goals and will adjust and revise strategy as necessary.

Your role will be to provide clients and callers success, whether it be one-on-one answering a single caller's question, or on a macro level, applying those learnings to better inform how we can support all the callers we work with.

This is a fast-paced environment and the right candidate will have solid people operations experience, is hands-on, looking to rise to the next stage in their career and has the leadership skills to do so.

You are a self-motivated individual with strong problem solving skills and an ability to work cross-functionally. You need to be comfortable with providing recommendations for creating business procedures and processes where it is possible that none exist today. You must be effective with prioritization, organization, and time management skills with a focus on meeting deadlines.

Most of all we are looking for a team oriented individual who is driven to succeed and laser-focused on achieving results.

Your main responsibilities will include:

Analytics. Utilize callers data to understand callers behavior and areas for improvement in our callers communication, sign-up and incentive programs.
Monitoring and evaluating escalated calls as well as random calls using our internal system
Prioritize Client Experience. Make sure that clients are happy with their campaigns.
Onboarding. Create a process to effectively screen and on-board new callers.
Develop & Optimize Processes. Take big picture ideas and break them into actionable steps with aggressive timelines for completion.
Track and forecast operational trends and analysis
Product Improvement. Pro-actively search for bugs or new features which could improve a seamless callers and clients experience.
Quality Control. Make sure that only the best callers are working on Upcall and that client satisfaction is always met. Documenting any QA issues in a timely manner and escalating to the callers and leadership team as necessary. Assisting in making callers coaching recommendations based on any pattern of performance identified while monitoring calls
Callers Community Relations. Manage callers relationships, identify & attack problem areas for callers, and build engagement tools (gamification) to build and grow the Callers Community.
Callers Communication. Manage online communities, including Facebook, Twitter, Instagram and YouTube, for our callers community. Send periodic and automated emails, create communication channels and tips to motivate callers.
Callers Support. Manage the day-to-day issues of thousands of callers on our system.
Hustle. Take ownership of Upcall's growth and do whatever it takes to get the job done.

Job Requirements:

3-10+ years in Operations, Strategy Consulting or start-up background, with previous experience using data to drive business decisions
Experience within customer service experience or call center QA is preferred
Excellent excel skills, SQL skills preferred
Excellent communication and interpersonal skills
A team player with a warm personality and positive attitude
Demonstrated leadership of leading initiatives and projects at your organization
Startup (all-hands-on-deck) approach
Be motivated to meet customer needs
High level of attention to detail and a knack for organization