Uprisun Tech UA ยท 7 hours ago
Call Center Consultant
United States
Full-time
Remote
Senior Level
5+ years exp
Maximize your interview chancesSoftware Development
Hiring Manager
Nataliia Parkhomenko
Insider Connection @Uprisun Tech UA
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Responsibilities
Consult on the selection and integration of essential IT infrastructure for market testing and further scaling
Establish a structured framework to test the quality of scripts, and overall engagement strategies
Secure workforce to perform market testing activities, prepare and train them
Plan and conduct A/B tests on different scripts, approaches, and calling strategies. Track call outcomes, lead conversion rates, and agent performance metrics
Use data from testing to continuously refine scripts, agent training, and customer engagement strategies
Establish quality assurance (QA) processes to consistently monitor script delivery, and customer interactions, and lead follow-up
Implement feedback loops where call outcomes are analyzed and changes to scripts and hypotheses are improved
Provide the optimal call center structure, including team organization, hierarchy, and roles tailored to outbound and inbound call campaigns for the US market
An operational plan detailing processes, workflows, call strategies, and best practices
Identify and recommend all necessary resources, including technology (CRM, dialers, etc.), personnel, and training programs to support a scalable and efficient call center
Establish a clear timeline for the launch, from recruitment and infrastructure setup to the start of outbound operations, and for expansion to inbound operations
Assist in defining the budget required to establish and operate the call center, optimizing resource allocation for maximum ROI
Advise on potential risks and compliance considerations for outbound sales in the US market
Oversee the establishment of a new call center in the Philippines focused on outbound calls for the US market
Lead the recruitment, onboarding, and training of call center agents, supervisors, and managers to ensure high performance and productivity
Implement and refine operational processes to maximize efficiency, improve call quality, and meet or exceed performance metrics
Implement outbound call strategies, with a focus on lead generation, customer acquisition, and revenue growth. Experience in the solar industry is an advantage
Manage inbound calls, prioritizing customer excellence and support
Monitor team performance, set KPIs, and implement coaching and performance improvement plans to achieve targets
Ensure adherence to US market regulations, data privacy laws, and best practices in customer communication
Partner with sales, marketing, and product teams to align call center operations with overall business goals
Stay updated with trends in the US market and offshore operations to continuously enhance strategies and performance.
Qualification
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Required
Minimum of 5 years in call center management, with at least 3 years in offshore call center operations.
Demonstrated success in launching and managing offshore call centers, preferably in the Philippines.
Experience with outbound sales campaigns, particularly in the solar or energy sector, is highly desirable.
Hands-on market testing expertise
Strong background in providing strategic consultation on call center setup, including structure, resource planning, and process optimization.
Background in solar, home improvement, or home insurance is highly desirable
Proficiency in contact center technology (CRM, dialers, automation tools), AI-driven scripting, and data analysis tools.
Ability to use data science and performance analytics to drive continuous improvement in call scripts, lead conversion, and customer experience.
Proven ability to lead and manage large teams, particularly in an offshore or multicultural setting.
Extensive experience in call center operations, from recruitment to performance management and process improvement.
Excellent verbal and written communication skills with the ability to collaborate across time zones and cultural boundaries.
Strong ability to assess challenges and implement effective solutions in a fast-paced environment.
Preferred
Prior experience in the solar industry, particularly in outbound sales and customer acquisition.
Familiarity with US regulatory requirements for outbound calling and telemarketing.
Company
Uprisun Tech UA
We create solutions for the complex management and financing of energy-efficient projects
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
