Operations

• Support and expand capabilities of DSI’s sales call centers
• Own day-to-day operational strategy and management of sales call center infrastructure
• Optimize systems, workflows, and performance metrics to ensure call center efficiency and revenue support
• Report through the Systems Operations team and collaborate daily with senior call center management, including international centers
• Oversee configuration, maintenance, and performance of call center systems including dialers, IVRs, call routing platforms, and reporting integrations (e.g., Domo)
• Become a SME in products, processes, and systems used by contact center users
• Collaborate with IT, application vendors, and centers to implement system upgrades, launches, and troubleshoot issues
• Design and implement operational workflows aligned with sales goals and customer engagement strategies
• Monitor and analyze call center metrics (call volume, conversion rates, handle time, IVR routing) to identify trends and improvements
• Build and maintain dashboards and reports to provide visibility into call center performance and sales impact
• Implement quality assurance processes and system checks to maintain data integrity and service consistency
• Work cross-functionally with call center management to evaluate KPIs and team and individual performance
• Use data to inform strategic decisions, forecast resource needs, and support campaign planning

Senior Manager, Systems Operations

Card Administration Operations Specialist I, II, III, Senior

Card Administration Operations Specialist I, II, III, Senior

Manager, Design Operations

Sales Compensation & Operations Consultant

Operations Coordinator