Five9 Dialer & Call Center Manager

Remote | Open to Candidates Worldwide | Full-Time | US Eastern Time Hours
We’re hiring an experienced Five9 Dialer & Call Center Manager to oversee a high-volume outbound operation supporting a US healthcare company.
This is a hands-on role for someone who has strong experience working directly inside Five9 and understands both dialer operations and call center performance. You should be able to manage campaigns, review the numbers, identify what is affecting results, and make the right adjustments to improve contact rates, conversions, and agent productivity.
What You’ll Manage
Daily outbound call center and Five9 dialer performance
Setup and optimization of Five9 outbound campaigns
Campaign settings, pacing, lead routing, list management, retry/recycle rules, dispositions, and agent assignments
Monitoring contact rate, conversion rate, lead penetration, agent productivity, and overall campaign performance
Troubleshooting dialer, lead-flow, and campaign issues
Daily and weekly performance reporting
Weekly client updates and calls with US-based clients
Agent attendance, adherence, coaching, and performance management
Coordination with Training and QA to address performance gaps
What We’re Looking For
4+ years of experience managing high-volume outbound call center operations
Strong hands-on Five9 experience is required
Direct experience managing, configuring, and optimizing outbound campaigns in Five9
Strong knowledge of dialing strategies, pacing, lead routing, lists, retry rules, dispositions, and agent utilization
Strong understanding of outbound KPIs such as contact rate, conversion rate, lead penetration, and agent productivity
Experience with Five9 reporting, Excel, Google Sheets, Looker Studio, Power BI, or similar reporting tools
Strong English communication skills and confidence working directly with US clients
Availability to work full-time during US Eastern Time hours
Compensation
$2,200 USD/month base + $300 monthly performance bonus + 13th-month pay + Night-shift differential
How to Apply
Send your application to recruiting@rh-nyc.com | Subject: Five9 Manager
Please include:
1. How long you have personally worked with Five9
2. What you were directly responsible for managing inside Five9
3. The 3 main KPIs you tracked in your most recent outbound role and their approximate results
4. A 90-second Loom video introducing yourself and briefly explaining your hands-on Five9 and call center management experience
5. Your updated CV/resume
Please note: This role requires direct, hands-on Five9 dialer ownership. General call center management experience without strong Five9 experience will not be sufficient.

Work arrangement
Yes