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Customer Support
Call Center Manager
Circle Pines, MN
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Company Overview Custom Remodelers, Inc. is a family-run company based in Lino Lakes, Minnesota, serving the Western Wisconsin and Twin Cities Metro Area. With over 36 years of dedicated service, we pride ourselves on delivering innovative products, quality workmanship, and exceptional customer service built on trust and integrity. Job Summary Are you a tech-savvy professional who loves optimizing workflows, managing datasets, and keeping lead generation systems running like a finely tuned machine? We are seeking an energetic Five9 Dialer Supervisor to join our team on-site at our Lino Lakes, MN office. In this role, you will own the technical backend of our high-volume lead generation campaigns, working in a blended environment of inbound and outbound lead streams. You will be responsible for ensuring seamless connectivity between our cloud contact center ( Five9 ), our lead management platform ( Lead Perfection CRM ), and our real-time third-party lead aggregators like Modernize and Suited Connector (SuCo) . This is a hands-on, critical role perfect for an entry- to mid-level administrator looking to maximize system performance and grow their career in call center operations. Key Responsibilities Five9
Platform Administration:
Build, monitor, and optimize blended inbound and outbound dialing campaigns, IVR routing, skill-based queues, and agent user permissions.
Lead Aggregator Integration:
Manage integrations to ensure real-time leads from Modernize and Suited Connector route instantly and accurately into our dialer.
CRM Management:
Maintain data integrity within Lead Perfection CRM , ensuring flawless syncing between the CRM data fields and the Five9 dialer platform.
Campaign & List Management:
Import, scrub, and structure calling lists to maintain strong contact rates while tightly managing pacing, retries, and attempt limits.
Compliance & Technical Quality:
Ensure dialer behavior complies strictly with federal TCPA regulations and Minnesota state laws (such as ADAD disconnect windows and mandatory calling hours). Monitor caller ID health and connection rates.
Troubleshooting & Support:
Act as the first point of contact for call center agents and supervisors experiencing technical, workstation, or telephony connectivity issues.
Qualifications & Skills Experience:
1-3 years of experience in system administration, call center tech support, or IT-adjacent operations.
Software Knowledge:
Hands-on experience or certified training with the Five9 cloud contact center platform is required.
CRM & Data Experience:
Direct experience working with Lead Perfection (or similar lead-tracking CRMs like Salesforce, HubSpot, or Zoho).
Lead Gen Familiarity:
Understanding of how third-party lead aggregation works (webhooks, data formatting, duplicate checking).
Compliance Mindset:
Basic understanding of DNC scrubbing rules and TCPA guidelines. Preferred (Nice to Have): Familiarity with
STIR/SHAKEN
compliance , carrier reputation monitoring, and rotating phone numbers to avoid "Spam Risk" flags.
Pay:
$60,000.00 - $75,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Have you used Five9 software before? Ability to
