United States onlyDSI, a Dallas-based sales enablement company, has an immediate opportunity for an analytical Senior Manager of Systems Operations to support and expand the capabilities of our sales call center(s).
As the Senior Manager of Systems Operations, you will own the day-to-day operational strategy and management of our sales call center infrastructure. This role is responsible for optimizing systems, workflows, and performance metrics to ensure the call center operates efficiently and supports revenue generation. The ideal candidate will have deep expertise in call center technologies, integration, and process improvement, with a strong understanding of sales operations.
This position will report through our Systems Operations team and requires daily collaboration with senior level call center management (including international centers).
This is a remote opportunity; candidates must reside in the United States.
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities
- Oversee the configuration, maintenance, and performance of call center systems including dialers, IVRs, call routing platforms, and reporting integrations (e.g., Domo)
- Become a SME (subject matter expert) in products, processes, and systems used by contact center users
- Collaborate with IT, application vendors, and centers to implement system upgrades, new product and campaign launches, troubleshoot issues
- Design and implement operational workflows that align with sales goals and customer engagement strategies
- Monitor and analyze call center metrics (e.g., call volume, conversion rates, handle time, IVR routing) to identify trends and areas for improvement.
- 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 performance at the team and individual level
- Use data to inform strategic decisions, forecast resource needs, and support campaign planning
Requirements
- Bachelor’s Degree or work-related experience
- 5 or more years of successful experience in a contact center operations environment
- 5 years’ experience working in a customer service type of environment
- Experience with CXone (NICE inContact) preferred
- Extensive knowledge of contact center technology and KPIs (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
- Collaborative attitude, strong verbal and written communication skills
- Relentless attention to detail
- Strong analytical, reasoning, and problem-solving skills
- Innovative and strategic thinker capable of taking initiative
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
