Dialer Administrator

Key Responsibilities:

Dialer Configuration & Strategy:

Manage outbound and inbound dialer campaigns, lead management, call routing, and real-time queue strategies.
Configure dialing modes (predictive, preview, manual) to align with fintech sales goals and customer servicing SLAs.Optimize contact strategies to reduce abandon rates and increase right-party contacts (RPCs).

Cross-Functional Collaboration:

Partner with Sales, Service, Risk, Legal, and Compliance teams to align dialer operations with business objectives and regulatory standards.
Coordinate with IT and vendors to resolve issues and implement new dialer features or updates.

Regulatory & Risk Compliance:

Ensure campaigns adhere to financial services regulations including TCPA, FDCPA, RBI guidelines (for Indian fintech), and DNC lists.
Maintain auditable records and dialer settings for compliance and risk reporting.

Reporting & Analytics:

Track KPIs like connection rate, agent occupancy, conversion rate, and talk time; present insights to stakeholders.
Conduct A/B testing on campaigns and dialing strategies to improve conversion and engagement.

System Maintenance & Innovation:

Administer dialer systems including version upgrades, patching, and data integrity audits.
Identify and implement automation opportunities to reduce manual effort and improve speed-to-contact.

Qualifications:

Bachelors degree in Computer Science, Information Systems, Business, or a related field.
Experience: 3-4 years in a dialer administrator role.Technology Stack: Proficiency with dialer platforms such as Five9, Genesys, NICE inContact, or similar.

Key Skills:
Strong understanding of call center KPIs and sales operations. Knowledge of fintech sales cycles and customer service expectations. Excellent troubleshooting, documentation, and communication skills.

Preferred Experience:

Experience with specific dialer software (e.g., Ameyo( Exotel) , Genesys, Avaya ).
Exposure to integrations with lending platforms, payment gateways.Understanding of customer lifecycle management in a digital-first financial product.