Collections Dialer Strategy Analyst

About the Role: We are seeking an analytical and detail-oriented Dialer Analyst to join our team. This role will be responsible for analyzing collections dialer operations, identifying optimization opportunities, and driving strategies that maximize Right Party Contacts (RPCs), improve agent productivity, and enhance overall recovery performance. The ideal candidate will have strong data analysis skills, a deep understanding of dialer platforms, and proven experience in contact center collections operations.

Key Responsibilities

• Monitor and analyze daily dialer performance metrics to ensure maximum efficiency and effectiveness.
• Identify trends, gaps, and opportunities to improve Right Party Contact (RPC) rates, agent utilization, and promise-to-pay conversions.
• Could design, test, and implement dialer campaigns, call strategies, and list segmentation to optimize contact rates.
• Partner with operations and compliance teams to ensure strategies are aligned with regulations and client requirements.
• Prepare regular reporting and performance dashboards for leadership, highlighting opportunities and results.
• Conduct root-cause analysis on underperforming campaigns and recommend actionable improvements.
• Own the inventory management piece of the strategy to identify active/liquid segments for more penetration and dormant segments for reduced call intensity.
• Provide insights into workforce and dialing patterns to balance contact frequency, time-of-day strategy, and penetration rates.
• Support A/B testing of scripts, call times, and channel strategies (SMS, email, voice).
• Collaborate with IT/dialer administrators on system configurations, enhancements, and troubleshooting.

Qualifications

• Preferred to have a degree / diploma in Business, Statistics, Data Analytics, or a related field (or equivalent experience).
• 24 years of experience in dialer operations, collections analytics, or call center performance analysis.
• Hands-on experience with outbound dialer platforms (e.g., Genesys, Aspect, Noble, Five9, or similar).
• Strong analytical skills with proficiency in Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).
• Understanding of collections strategies, compliance requirements, and customer contact regulations (FDCPA, TCPA, CFPB preferred).
• Excellent problem-solving skills with the ability to translate data insights into actionable strategies.
• Strong communication and presentation skills to influence stakeholders and leadership.