Assistant Manager – Dailer

The role entails ensuring stability of dialer application, telecom lines performance management, real-time monitoring, and reducing idle time of the agents by delivering system enhancements required to better the existing process in the most cost-efficient and technology-effective manner.

• Oversees the operation and maintenance of the dialer system used in the contact center or collection environment.
• To ensure the dialer system is configured properly and running smoothly to optimize contact center efficiency.

• Responsible for developing and implementing dialing strategies that maximize contact center productivity and efficiency.

• Should manage outbound dialing campaigns and their associated parameters, such as dialing lists, scripting, call dispositions, and call routing rules.
• Should collaborate with stakeholders to understand campaign goals and requirements, ensure compliance with regulations and industry best practices, and optimize campaign performance.

• Monitors dialer performance and campaign metrics to identify trends, patterns, and areas for improvement.
• Generate reports on campaign effectiveness, agent performance, and dialer system performance.
• To analyze data to provide insights and recommendations for optimizing dialer operations.

• Ensures compliance with applicable regulations and guidelines, such as TCPA (Telephone Consumer Protection Act) and DNC (Do-Not-Call) regulations.
• To implement and enforce dialing policies and procedures to protect consumers' rights and mitigate legal risks associated with outbound dialing operations.

• Should handle the administration and configuration of the dialer system.
• To manage dialer settings, maintain call lists, import/export data, and oversee system integrations with other contact center tools and technologies.
• To troubleshoot technical issues and liaise with IT or vendor support for problem resolution.

• Should interact with dialer system vendors or service providers.
• Participate in vendor evaluations, contract negotiations, and performance monitoring.
• Should ensure that vendors deliver quality services, meet service level agreements (SLAs), and address any technical or operational issues promptly.

• Should drive continuous improvement initiatives to enhance dialer system functionality, campaign performance, and overall contact center operations.
• Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity.

• Should overlook the SIP and SIM requirements.

• Bachelor's degree in a related field (preferred).

• 3-6 years of experience in call center management, automation, or a similar role.

• 3-6 years of experience in call center management, automation, or a similar role.
• Proficiency in using dialer software and call center technologies.
• Strong knowledge of compliance regulations, including TCPA and DNC rules.
• Excellent communication, leadership, and problem-solving skills.
• Analytical mindset and the ability to make data-driven decisions.
• Strong organizational skills and attention to detail