Systems & Insights Lead
Palm Beach Gardens, FL
Full Time
Experienced
Join the RED RHINO Team!
Position: Systems & Insights Lead
We’re looking for someone to help us build a call center that works for people—both our team and our customers. We're looking for a problem-solver who thrives on streamlining systems, uncovering insights, and helping others succeed. If you're passionate about coaching teams, improving systems, and delivering high-quality customer experiences, this role is for you.
About the Role:
As the Systems & Insights Lead, you’ll serve as the go-to expert for the tools and processes that power our customer experience:- Own and manage call center tools including CRM, telephony, call routing, and integrations
- Ensure systems are reliable, efficient, and aligned with frontline needs
- Prioritize and coordinate tech improvements based on feedback and service impact
- Collaborate with IT and vendors to resolve issues and lead enhancements, including AI-driven solutions
- Build dashboards and reports that provide visibility into performance and customer experience
- Analyze QA data and service trends to support coaching and improvement
- Partner with team members to identify pain points and streamline workflows
- Align tools and processes with cross-functional goals and day-to-day operations
- Support training by ensuring programs reflect evolving systems and performance insights
What We're Looking For:
- 3+ years in call center operations, CX systems, or service analytics with a track record of improving performance and efficiency
- Confident managing CRM/contact center platforms with an understanding of call routing and system integrations
- Skilled at building dashboards, analyzing service data, and communicating insights clearly to stakeholders
- Strong ability to spot workflow inefficiencies and lead system/process improvements
- Comfortable working across teams to translate feedback into meaningful change
- Deeply committed to making life easier for team members and enhancing the customer experience
- Ability to spend majority of time at a computer
Pay and Perks:
- Salary (exempt): 40-50 hours/week expected for success
- Between $60,000 and $75,000 depending on experience
- Variable % bonus potential based on GPM and achievement of MBO goals, paid monthly
- Standard Full-Time employee benefits package
Drug screening and criminal background checks will be performed on all new hires. RED RHINO is a Drug-Free Workplace and Equal Opportunity Employer.
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