Contact Center Manager

Job Title: Contact Center SME – Auto Dialer Implementation (Collection Department)

Location: Papua New Guinea

Full Time

Initial 2-3 months- travels to PNG after that Remote working from India PNG shift (3.30 am IST onwards).

About the Role:

We are looking for a Subject Matter Expert (SME) in Contact Center Technologies to lead the implementation of an Auto Dialer system for the Collections Department of a bank.

The ideal candidate will have deep expertise in outbound contact center solutions, predictive dialing strategies, compliance-driven collections processes, and AI-based automation.

Key Responsibilities:

• Lead the implementation of an Auto Dialer system (Predictive, Progressive, and Preview dialing modes) for collections operations.

• Ensure seamless integration with the bank’s CRM, collections, core banking systems, and payment processing platforms.

• Design and optimize campaign management strategies, including call prioritization, segmentation, and agent workflows.

• Ensure compliance with TCPA, FDCPA, GDPR, and other banking regulations related to outbound calling.

• Define and implement dialer performance KPIs, including connect rates, agent occupancy, and right-party contact (RPC) rates.

• Work with AI-driven analytics and voice bots to enhance automated debt recovery and reduce agent workload.

• Oversee agent scripting, call disposition management, and automated follow-up processes.

• Ensure workforce management (WFM) alignment to optimize agent productivity and call load balancing.

• Collaborate with IT, vendors, and business stakeholders to ensure a scalable and efficient dialer deployment.

• Monitor dialer performance and optimizealgorithms for better efficiency and regulatory adherence.

Required Skills & Experience:

• 5+ years of experience in contact center and auto dialer implementation within banking or financial services.

• Hands-on expertise with Auto Dialer solutions (Genesys, Avaya, Cisco, Five9, Aspect, NICE, or equivalent).

• Strong knowledge of predictive, progressive, and preview dialing modes.

• Experience with collections operations, debt recovery strategies, and compliance-driven calling processes.

• Understanding of speech analytics, AI-powered call automation, and self-service solutions.

• Deep expertise in campaign management, call flow design, and outbound call center optimization.

• Knowledge of multi-country, multi-currency collections processes.

• Experience in data analytics, reporting, and dialer performance optimization.

• Strong project management and stakeholder management skills.

Preferred Qualifications:

• Certifications in Genesys, Avaya, Cisco, Five9, Aspect, or NICE dialer systems.

• Experience in AI-driven conversational bots and automated debt collection solutions.

• Background in compliance frameworks for outbound collections.