Job
Description
Role Overview: We are looking for a Dialer Executive who will be responsible for the day-to-day management of our outbound dialer platform and MIS reporting for our Tele-calling operations. Key Responsibilities: Dialer Operations: • Manage end-to-end dialer setup and performance including campaign creation, list segmentation, and call strategy. • Upload, manage, and scrub data lists to ensure quality outreach and compliance. • Monitor live campaign performance and take real-time corrective actions to improve contactability and connect rates. • Allocate leads effectively to tele-callers based on availability, skills, and performance. • Collaborate with Tech, QA, and Ops teams to troubleshoot dialer and campaign issues. • Ensure compliance with regulatory and internal calling guidelines, including DND, opt-outs, and sector-specific mandates. MIS & Reporting: • Generate and maintain operational dashboards on agent productivity, contactability, call quality, and campaign performance. • Deliver regular reports to leadership and stakeholders with insights and recommendations. • Create ad-hoc reports for Sales, Product, and Compliance teams as required. • Track KPIs including lead utilization, response rates, sales conversion, and agent login/logout data. • Maintain historical data to support audits, planning, and forecasting. Education: Graduate in any stream (Commerce, IT, or Business preferred). Advanced Excel or data Analytics certification is a plus. Experience: • 2–4 years in dialer and MIS roles, preferably in Healthcare, Insurance, Lending, or BFSI domains. • Prior experience working with Teckinfo / Genesys / Exotel / Avaya / Ozonetel dialers is essential. Technical Skills: • Proficient in MS Excel (Pivot tables, VLOOKUP, dashboards, formulas). • Familiarity with SQL and CRM tools (Salesforce, LeadSquared, etc.) is preferred. • Strong understanding of dialer logic: predictive, preview, progressive modes. • Knowledge of industry-specific compliance frameworks (IRDAI, RBI, HIPAA) is a strong plus. Soft Skills & Attributes: • Detail-oriented with a data-first mindset. • Strong communication and cross-functional coordination skills. • Ability to work independently and manage multiple tasks in a fast-paced environment. • Ethical, process-driven, and proactive in identifying inefficiencies and solving problems. Show more Show less
