67 Dialer Management Jobs

Position Title: Team Manager Banking/BFSI Contact Centre Location: Turbhe, Navi Mumbai Role Overview: We are hiring a Team Manager to lead operations in a Banking/BFSI contact center. The role involves managing a large team, ensuring service quality, driving performance, and handling escalations to deliver superior customer experience. Key Responsibilities: Lead and manage a team to achieve KPIs (AHT, FCR, CSAT). Monitor interactions to ensure compliance and service quality. Provide feedback, coaching, and drive training initiatives. Handle escalations and resolve customer issues effectively. Prepare performance reports and support process improvements. Requirements: Minimum 1.5+ years of Assistant Manager or Team Manager experience in Banking/BFSI contact center. Strong leadership, problem-solving, and communication skills. Experience in KPI management, escalation handling, and team development. Familiarity with CRM tools, banking systems, and contact center operations.

Role & responsibilities Responsible for Tele Collections performance at zonal level Implement & Monitor overall business strategy Drive various process targets to achieve business goals Responsible for pre-due collections and contracts till 90 DPD Ensure higher resolution and lower delinquency flowing to next bucket Provide feedback and recommendations to drive process improvement and cost efficiency Monitor and provide recommendations for calling and dialer strategy Ensure the center is appropriately rostered with shrinkage below specified threshold Ensure the center is aligned to departmental culture and methodology Liaison with support functions to improve team performance Deliver high customer experience with minimum complaints Provide timely communication regarding forecasting and planning of manpower and other infrastructure Ensure learning and development, career progression, employee engagement initiatives aimed at reducing attrition Align efforts to mentor and groom talent at levels below Drive performance management Conduct periodic performance reviews of direct reports and levels below through effective feedback Preferred candidate profile 1) Experienced In Tele Collection Only Collections, Min 9-15 yr Experience. 2) Ability to handle large Manpower and Manage Entire North Location with Large Portfolio Size. of Tele Collection Portfolio Size. 3) Self Motivated and data Driven Strategy. 4) Dialer Management & Team handle. 3) Self Motivated and data Driven Strategy, Roaster Management. 6) Based out of Delhi NCR Only or Preferred to relocate to the Job Location.

Hiring for Collections Manager 6 days working Day shifts upto 10 LPA Min 2 years of experience as manager- Credit Card Collections Manager is required Team Handling Exp is mandatory HR Neeraj : 9315231503 HR Ridhi : 8178280056

About the Job Were searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy & Performance Management Team and supports the Collection and Recovery departments. The Dialer Manager will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff. As Dialer Manager, You Will Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO. Support weekly/monthly adjustments to align with new and changing collection strategy configuration. Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks. Support all projects that directly involve dialer support. Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics. Review and update dialer settings to optimize dialer performance. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership. Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs. As Dialer Manager, You Need Bachelor's degree in Business Administration, Accounting, Economics, Finance, or related experience. 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas. Automotive Finance industry background is a plus. Experience supporting telephony and ALM platforms preferred. The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems. Exceptional listening and communication skills to effectively convey written and verbal information. Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.

Role Accountability Responsible for facilitation of Dialer strategy and Dialer Metric. Monitor all agents are logged into dialer system to assure agents logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns. Collaborate with IT and Process owners for Automation of processes leading to productivity Increase. Implement and execute approved dialer strategies. Ensure parity across sites for the processes / procedures / strategies implemented. Track daily activity closure and timelines. Ensure all approvals are in place for any change implemented in dialer strategy. Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements. Ensure a continued work routine as per business process requirements. Ensure all tasks listed below are completed daily. Scrubbing Access Activity Technical Skills / Experience / Certifications Knowledge of WFM & outbound dialer Expertise in MS Office tools Experience in the arena of Managing Aspect and Dialer Management

Position: Manager/Senior Manager Call Center IT & Dialer Operations Location: Dadar, Mumbai Work Mode: Work from Office Experience: 1015years Role Overview We are looking for an experienced professional to lead the IT and Dialer Management function for our call center operations. The ideal candidate will be responsible for end-to-end setup, configuration, and management of call center technology infrastructure , ensuring seamless operations, compliance, and performance optimization. Key Responsibilities 1. Call Center Setup & Infrastructure Management Lead the planning and execution of new call center setup , including IT infrastructure, network, and telephony systems. Evaluate and deploy dialer platforms (Predictive, Progressive, Preview) and ensure smooth CRM integrations. Set up inbound, outbound, and blended campaigns. Manage vendor relationships for hardware, software, and telecom service providers. 2. Dialer & Campaign Management Configure, monitor, and optimize dialer systems for maximum agent productivity. Manage lead uploads, call routing strategies, retry logic, and pacing rules. Ensure adherence to compliance regulations (DND/NDNC, TRAI, TCPA, etc.). Monitor KPIs such as call connection rates, drop rates, agent occupancy, and abandonment rates. 3. IT & System Administration Oversee SIP/PRI trunks, IVR, ACD, call recording, and reporting systems . Troubleshoot dialer issues, connectivity problems, and integrations with CRM/ERP tools. Ensure data security, backup, and system uptime . 4. Operations & Optimization Collaborate with operations teams to align technology with business goals. Continuously optimize dialing strategies, agent allocation, and lead prioritization . Provide regular performance reports to senior management. 5. Team & Vendor Coordination Manage IT support staff for call center operations. Liaise with external vendors and ensure timely delivery of solutions. Requirements Bachelors degree in Computer Science, IT, or related field (MBA preferred). 510 years of experience in dialer management, call center IT operations, and telephony infrastructure . Hands-on expertise with dialer platforms (e.g., Avaya, Aspect, Genesys, Ameyo, Five9, Exotel, MyOperator, or similar). Strong knowledge of VoIP, SIP, PRI, IVR, ACD, and call routing . Proven experience in call center setup and scaling operations . Understanding of compliance frameworks (TRAI/DND, TCPA, GDPR, etc.). Excellent problem-solving and vendor management skills. Strong analytical mindset with ability to monitor KPIs and optimize campaigns. Preferred Skills Certification in telecom systems / VoIP / networking . Exposure to cloud-based call center platforms . Experience in data analytics & reporting dashboards . Interested candidates can share resume on roussel.swaries@zenplus.in or WhatsApp on 7738007108

Required Qualifications: Bachelor s degree in Information Technology, Business Administration, or related field. Advanced certifications are a plus. 8+ years of experience in Dialer management, with at least 3 years in a leadership role. Strong understanding of Dialer systems, CRM tools, and campaign management platforms. Proven track record of managing large-scale campaigns and complex Dialer infrastructures. Knowledge of regulatory standards such as TCPA, DNC, and GDPR. Preferred Skills: Analytical mind-set with the ability to interpret data and derive actionable insights. Excellent leadership, communication, and stakeholder management skills. Expertise in predictive, preview, and manual dialling strategies.

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Inviting applications for the role of Management Trainee, Data Analytics! We are seeking a highly skilled and detail-oriented Senior Business Analyst to join our team. The ideal candidate should have a background in analyzing account performance metrics, providing actionable insights, and optimizing operations. Experience in dialer management and outbound calling strategies is an advantage to help drive efficiency and enhance overall account outcomes. Responsibilities • Analyze and interpret performance data for the account, identifying trends, variances, and opportunities for improvement. • Attend to more complicated reporting requirements as required by business • Collaborate with stakeholders to design and deliver insights-driven recommendations that align with business goals. • Work closely with internal and external stakeholders to optimize outbound calling campaigns, ensuring efficient use of resources and high contact rates. • Monitor, report and conduct analyses on KPIs such as contact rates, conversion rates, occupancy, and adherence. • Partner with internal and external stakeholders to implement process improvements and best practices. • Create and present regular performance reports, including detailed dashboards and ad hoc analyses. • Conducts root cause analyses of SLA deviations, action plan development and resolution. • Attends centralized or site management meetings, as required. • Other assigned tasks as required by the business. Qualifications we seek in you! Minimum Qualifications / Skills • Bachelor’s degree in business administration, Analytics, Statistics, or a related field (or equivalent experience). • Experience as a Business Analyst in a contact center environment; experience in dialer and outbound operations is preferred. • Advanced knowledge of MS Excel; experience with database management is a plus. • Excellent analytical and problem-solving skills, with proficiency in data visualization tools (e.g., Power BI, Tableau). • Proven ability to interpret large datasets and deliver insights that influence decision-making. • Effective communication skills, both written and verbal, with the ability to present findings to senior leadership. • Experience working with predictive dialers or similar technologies (e.g., NICE, Five9, Genesys, RingCentral, Livevox or Aspect). • Has organizational and time-management skills with attention to detail. • Familiarity with inbound and outbound calling in the Healthcare industry is an advantage Preferred Qualifications/ Skills • Familiarity with workforce management concepts and tools. • Experience in managing or collaborating with cross-functional teams. • Ability to deliver insights-driven recommendations that align with business goals. • Certifications in analytics or project management (e.g., CBAP, Six Sigma) are a plus. Why join Genpact? • Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation • Make an impact – Drive change for global enterprises and solve business challenges that matter • Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Urgently hiring WFM / RTA Specialist / Dialer Analyst US Process / NIGHT SHIFT WORK FROM OFFICE Location : KOLKATA WFM Associate General Job Responsibilities: The Workforce Specialist will be responsible for staffing, scheduling and reporting performance for the call center. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work.Job Duties: Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor. Other duties as assigned Well versed with MS Excel functionalities such as Pivot table, V-look up, etc HIRING WFM / RTA, DIALER EXECUTIVES IN KOLKATA 700088. THIS POSITION IS ONLY FOR PEOPLE BASED OUT OF KOLKATA OR WILLING TO MOVE TO KOLKATA ON IMMEDIATE BASIS. FRESHERS DO NOT APPLY. STUDENTS DO NOT APPLY. ONLY PEOPLE WITH FOLLOWING JOB TITLES MAY APPLY: WFM ASSOCIATE / RTA Associate DIALER EXECUTIVE OPERATIONS MANAGER ANNUAL CTC ON OFFER: 2 LPA TO 4 LPA CANDIDATES SHOULD BE WILLING TO WORK IN NIGHT SHIFT CANDIDATES MUST POSSESS EXCELLENT ENGLISH COMMUNICATION SKILL Experience of working on US debt collections process would be an advantage. Interested candidates can Email CV at hr1@bellovista.net

Ready to shape the future of work At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos AI Gigafactory, our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Management Trainee, Data Analytics! We are seeking a highly skilled and detail-oriented Senior Business Analyst to join our team. The ideal candidate should have a background in analyzing account performance metrics, providing actionable insights, and optimizing operations. Experience in dialer management and outbound calling strategies is an advantage to help drive efficiency and enhance overall account outcomes. Responsibilities . Analyze and interpret performance data for the account, identifying trends, variances, and opportunities for improvement. . Attend to more complicated reporting requirements as required by business . Collaborate with stakeholders to design and deliver insights-driven recommendations that align with business goals. . Work closely with internal and external stakeholders to optimize outbound calling campaigns, ensuring efficient use of resources and high contact rates. . Monitor, report and conduct analyses on KPIs such as contact rates, conversion rates, occupancy, and adherence. . Partner with internal and external stakeholders to implement process improvements and best practices. . Create and present regular performance reports, including detailed dashboards and ad hoc analyses. . Conducts root cause analyses of SLA deviations, action plan development and resolution. . Attends centralized or site management meetings, as required. . Other assigned tasks as required by the business. Qualifications we seek in you! Minimum Qualifications / Skills . Bachelor&rsquos degree in business administration, Analytics, Statistics, or a related field (or equivalent experience). . Experience as a Business Analyst in a contact center environment experience in dialer and outbound operations is preferred. . Advanced knowledge of MS Excel experience with database management is a plus. . Excellent analytical and problem-solving skills, with proficiency in data visualization tools (e.g., Power BI, Tableau). . Proven ability to interpret large datasets and deliver insights that influence decision-making. . Effective communication skills, both written and verbal, with the ability to present findings to senior leadership. . Experience working with predictive dialers or similar technologies (e.g., NICE, Five9, Genesys, RingCentral, Livevox or Aspect). . Has organizational and time-management skills with attention to detail. . Familiarity with inbound and outbound calling in the Healthcare industry is an advantage Preferred Qualifications/ Skills . Familiarity with workforce management concepts and tools. . Experience in managing or collaborating with cross-functional teams. . Ability to deliver insights-driven recommendations that align with business goals. . Certifications in analytics or project management (e.g., CBAP, Six Sigma) are a plus. Why join Genpact . Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation . Make an impact - Drive change for global enterprises and solve business challenges that matter . Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities . Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day . Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let&rsquos build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

Roles and Responsibilities Provide technical support to end-users through phone, email, or chat for desktop issues related to hardware and software. Troubleshoot and resolve technical problems with dialers, CRM systems, ViOP calls, and other IT applications. Manage incoming requests from various channels (phone/email/chat) using an IT helpdesk system. Collaborate with team members to escalate complex issues and ensure timely resolution. Document all incidents and resolutions in a clear manner. Work location : Chennai Notice period : Immediate Desired Candidate Profile 2-5 years of experience in IT Support or System Support role. Strong knowledge of CRM systems, Dialer management, Desktop Support, IT Helpdesk tools. Excellent communication skills for effective issue resolution over phone/email/chat. Interested candidates can apply to kinnera259@gmail.com Regards, HR Manager

Role & responsibilities To handle minimum of 3-5 team leaders with their team To achieve collection targets of the respective portfolios assigned . Co-ordinate with bank team with respect to day to day operations Continuously monitoring telecalling teams performance suggest and implement strategies to enhance productivity . Responsible for managing the attrition across assigned teams Responsible for smooth flow of process relating to collections Prepare and publish report on daily team performance. Minimum Qualification : Graduate Mandatory Total Work Experience : 5-6 Years salary - 4 to 6 lacs Job Location :Royapettah,Chennai.

Shift- US shift- 6 pm to 3 am (night shift) Department Workforce Management Reports to Head of Department WFM Job Purpose To manage all planning, scheduling & real-time, dialler & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals. Primary Responsibilities Manage end to end planning & scenario building for managing account profitability Manage operations from scheduling & real time perspective o Service Level management o Shrinkage & schedule adherence o AHT o Outage Management Collaboratively work with client planning team to review & provide views on forecasting accuracy To manage the outcome & efforts on the outliers Review weekly intraday & rosters Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters Working extensively on improving efficiencies for the CC Manage ad-hoc requirements from Ops & any other functions Discuss & review daily / weekly / monthly / quarterly performances with stakeholders People engagement & performance enhancement Manage multiple teams & team performances Knowledge, skills & competencies required Functional Skills and Competencies: Functional knowledge of various workforce management tools Overall Understanding of the Workforce Management, along with operational management Understands and know the purpose of the role and how it links to the other roles Good knowledge of MS Office Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively Consistently demonstrates organization orientation and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Customer Focus (Core) Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs Has the ability to have difficult conversations with stakeholders constructively Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them Communication Skills Ensures delivery of all promises and commitments made to the customers / stakeholders Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals Ability to translate and summarize analytical data findings into actionable recommendations Interpersonal Skills and Teamwork To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda Experience Minimum 12~15 years experience in Contact Centre Industry Minimum of 6~8 years experience in Workforce Management

Job role Ideal candidate would be someone who has 5+ years' experience of leading a Team of 30-40+ individuals either at a manager level or an assistant manager level in a target driven environment for a US based client Experience in US based logistics, should be sound with US geography at states and counties level Proven experience in managing diverse customer base across multiple states in US and is able to plan assignments across different geographical regions in US Sound knowledge of Workforce Management functions including dialer management and real time monitoring and able to independently implement best industry practices Knowledge on automation tools like SQL and Power BI would be an added advantage although not essential Excellent communication skills. Analytical and number driven mindset, should be able to perform high volume analysis Good time manager. Ability to work in a challenging environment Ready to learn and self-motivated Skills and Competencies WFM and Dialer Experience: Solid background in workforce management functions, preferably with US healthcare related Sound knowledge of handling various locations preferably at county and city level customer base, proficiency in United States Geography Proven track record of managing dialer efficiently and forecast/capacity planning Analytical Skills: Strong analytical skills working on large data sets preferably in US based environment Proven track record of high-volume data analysis to derive business insights for process improvements and decision making Leadership Skills: Ability to lead and motivate a team of AMs and WFM Logistics Executives. Strong decision-making and problem-solving skills. Customer Focus: Understanding of customer needs and the ability to ensure a positive customer experience. Customer-centric approach to our external and internal clients and problem resolution. Time Management: Effective time management skills to prioritize tasks and meet deadlines. Ability to handle multiple responsibilities simultaneously. Adaptability: Flexibility and adaptability in a fast-paced and dynamic environment. Willingness to embrace change and implement new strategies. Technology Proficiency: Expertise in MS Excel and Office 206/365. Besides, average knowledge of SQL and Power BI would be preferred Team Collaboration: Strong collaboration skills to work effectively with other departments within the organization. Foster a positive team culture. Key Responsibilities Below is the list of tasks/activities needed to be accomplished by the individual engaged in the mentioned role: Providers Planning based on Client Goals and Capacity Proactively raise requirements based on the goals to various teams, liaise with respective leaders Forecasting: Predict the goals based on current run rates and predictive analysis considering various caveats and raise requirements as necessary Includes schedulers and providers capacity prediction too Scheduling: Maintain the schedulers rosters, shift timings, break management and processing supporting payroll data Real time Monitoring of schedulers Ensuring the scheduling targets and providers utilization goals are met Dialler Management Ensuring sufficient leads are always ingested for the schedulers to work on considering the client goals, connect ratios and other factors also limiting any idle times Devise daily, weekly and monthly strategy for dialling and make amendments as per business needs Cross functional collaboration – Liaise with all stakeholders and teams, gather inputs and provide end to end support for their respective goals.

Dialer Manager (US Market) Location: Noida (Work From Office) Shift: US Shift About Us We are a Silicon Valleybased company specializing in large-scale case acquisition for law firms across the United States, with a strong focus on mass tort and personal injury. Our team includes senior leaders from Silicon Valley, India, and Romania, with a proven track record of launching successful products. We combine advanced dialer systems, AI-driven automation, and process excellence to deliver high-quality, compliant claimant intakes at scale. About the Role We are seeking a Dialer Manager with a strong background in dialer management to lead strategy, execution, and optimization of all outbound and inbound calling operations. This role will blend the tactical depth of a Dialer Manager with the strategic oversight of Product Operations , ensuring optimal performance, compliance, and scalability across campaigns. Key Responsibilities 1. Dialer Strategy & Operations (Primary Focus) Own and optimize the dialer ecosystem (Vicidial/Go Auto Dial, Five9, Convoso, etc.). Configure, monitor, and troubleshoot dialer settings: AMD Call routing IVR flows List management and recycling Develop and implement SOPs and technical specifications for dialer setup and maintenance. Drive KPI improvements in: Contact rates Conversion rates Churn reduction Agent talk time and occupancy Manage caller ID reputation, STIR/SHAKEN compliance, and flag remediation. 2. Campaign Setup & Routing Plan and execute campaign setups across multiple verticals. Configure routing logic, lead prioritization, and pacing strategies to maximize ROI. Implement A/B testing on dialer settings and campaigns for performance optimization. Align campaigns with capacity planning and lead ingestion rules. 3. Compliance & Risk Management Ensure all calling and texting operations adhere to US regulations (FTC, TCPA, state-specific laws). Maintain documentation and reporting for audits. Monitor and address regulatory risks proactively. 4. Conversion Optimization Collaborate with marketing and operations teams to refine scripting, call flows, and agent prompts. Analyze agent performance and dialer data to identify optimization levers. 5. Data Analysis & Reporting Conduct root cause analysis (RCA) on dips in performance or compliance issues. Provide weekly and monthly KPI reporting to leadership with actionable recommendations. 6. Cross-Functional Coordination Work closely with Product, Contact Center and Marketing to align dialer capabilities with business goals. Manage relationships with telecom vendors. Key Skills & Qualifications Must-Have: 5+ years in dialer management for US contact center operations . Expert knowledge of Vicidial/Asterisk , SIP, DID management, and dialer campaign optimization. Strong understanding of TCPA, FTC, and US state-level calling regulations. Proven experience in improving contact and conversion rates via dialer settings and strategies. Ability to run large-scale outbound and blended campaigns. Strong analytical skills, able to translate dialer data into operational improvements. Preferred: Experience with Five9, Convoso , or similar cloud dialers. Familiarity with AI-powered engagement tools and automation workflows. Experience with BI tools (Tableau, Power BI, Superset). Exposure to branded calling, 10DLC registration, and spam mitigation strategies. Why Join Us? Lead dialer operations in a fast-growing, tech-driven environment. Opportunity to influence strategy and execution for a high-impact, high-volume function. Competitive pay with performance-based incentives. Global team spanning India, Indonesia, US, Romania, and Nigeria.

Must have Min 1.5yrs exp as a Team Leader in Tele Collections process BPO. Well Versed with KPIs Team handling skills Fluent in English 6 days Working Call 8447780697 send CV monu@creativeindians.com

Key Responsibilities Lead and supervise a team of recovery agents to meet daily and monthly collection targets Monitor agent performance and provide coaching, feedback, and escalation support Manage dialer operations (predictive/manual) and ensure optimal call flow and connectivity Generate and analyze MIS reports using Excel (pivot tables, VLOOKUP, dashboards) Coordinate with IT/support teams for dialer troubleshooting and system enhancements Ensure compliance with recovery protocols and regulatory guidelines Conduct daily huddles, performance reviews, and team briefings Maintain discipline, attendance, and productivity across shifts. Required Skills & Qualifications Graduate in any discipline; preference for candidates with BBA/MBA 35 years of experience in debt recovery or BPO collections Strong command over Excel (MIS reporting, formulas, dashboards) Technical understanding of dialer systems (e.g., Convox, Ameyo, Genesys, Avaya) Proven leadership and team management skills Excellent communication and conflict resolution abilities Ability to work under pressure and meet aggressive targets Preferred Attributes Experience in east-based recovery operations Multilingual proficiency (Bengali, English, Hindi) Familiarity with compliance norms in financial recovery Growth Path This role offers a fast-track opportunity to move into Operations Manager roles based on performance and leadership impact.

You are an experienced Assistant Manager - Collections responsible for managing a team and overseeing collections processes. Fluent in English, Telugu, and Kannada, your expertise includes dialer management, shrinkage control, and team leadership. Your key responsibilities include managing daily collections operations, optimizing dialer performance, controlling shrinkage, ensuring team efficiency, leading and mentoring the collections team, and preparing performance reports while ensuring compliance with regulations. You possess strong experience in dialer management, shrinkage control, and team handling, along with excellent communication and problem-solving skills. If you are interested, kindly share your updated resume to rolly.martin@thompsonshr.com.,

Job Description: Call Center Manager **Company:** DAO EVTech Private Limited **Location:** Pune, Maharashtra **Industry:** Electric Vehicle (EV) Sales and Service About DAO EVTech Pvt. Ltd. DAO EVTech Pvt. Ltd. is a leading player in the electric mobility sector, specializing in the sales and servicing of electric two-wheelers and related technologies. With a commitment to innovation, sustainability, and customer satisfaction, DAO EVTech is on a mission to redefine the future of transportation across India. Position Overview We are seeking a dynamic and experienced BPO Services Manager to lead our customer support and backend operations team in Pune. The ideal candidate will bring strong BPO management expertise, preferably from the automobile or EV sector, to ensure exceptional customer service, operational efficiency, and team leadership. Key Responsibilities Manage Call Center Operations: Oversee day-to-day operations of the Call Center support team handling customer queries, service requests, and post-sales support. Team Leadership: Supervise, mentor, and train BPO executives to deliver high-performance results and maintain high levels of productivity and morale. Customer Support Excellence: Ensure all customer interactions (calls, emails, chat, etc.) are handled professionally, empathetically, and within SLA timelines. Process Optimization: Identify operational gaps and implement process improvements to enhance efficiency and reduce costs. Service Coordination: Work closely with the on-ground service team to ensure customer complaints and service issues are resolved in a timely manner. Reporting & Analytics: Generate and analyze daily, weekly, and monthly performance reports, and provide strategic inputs to senior management. Technology Utilization: Leverage CRM and BPO tools to streamline operations, monitor performance, and drive customer satisfaction. Quality Assurance: Implement QA frameworks to ensure consistent service quality, compliance, and customer delight. Stakeholder Communication: Act as the point of contact between the BPO team and internal departments like Sales, Service, and Technical teams. Sales Training : Perform Trainings Camps of Retails Sales Staff at various Retails Locations from Time to time. Qualifications & Experience Bachelor’s degree in Business Administration, Operations, or related field (MBA preferred). 5+ years of BPO experience, with at least 2 years in a managerial role. Prior experience in the automobile or EV industry will be a strong advantage. Strong knowledge of CRM systems and customer support technologies. Excellent communication, leadership, and problem-solving skills. Proficient in English, Hindi, and Marathi. What We Offer Competitive salary and performance-based incentives Opportunity to work in a fast-growing EV brand Supportive work environment with growth opportunities Health and wellness benefits Application Instructions Interested candidates may send their updated CV with the subject line "Call Center Manager – Pune" to hr@daoevtech.com

Campaign Management & Planning Real-Time Monitoring & Revenue Assurance Drive Efficiency & Productivity Client Success Orientation Agent Motivation & Coaching Compliance, Quality & CRM Hygiene Required Candidate profile Strong command over call center metrics, CRM, & dialer tools Ability to motivate and lead in high-pressure, target-driven environments Analytical mindset to spot inefficiencies and plug revenue leaks.

Role & responsibilities Managing and monitoringdelinquent account collection for the assigned portfolio and a team of team managers and team leaders • Managing a team of TeamManagers and Team Leaders • Coordinating with Business and collection functionsacross locations • Appointing,managing & developing collection vendors to ensure collections fromdelinquent customers. • Ensuringcall centre activities are supported by robust field management. • Preparing MIS reports to provide feedback toseniors, viz. Collection, work flow • Defining theparameters for evaluating and reviewing the pickup activities and implementingcorrective actions. • Putting vendor management in proper shape to ensuresmoother operations. • Formulatingvarious processes related to customer services in initial phase and theircompliance. • Conducting meetings for setting up objectives anddesigning or streamlining processes to ensure smooth functioning of operations. • Ensuring collection strategy execution as per planand capacity Maintaining Attrition level • Hygiene Check, Hands on with IT and dialer,Attrition and Leave forecast report audit • Forecasting of the workload on the basis ofhistoric data, trend analysis, market growth, deciding monthly & weekly process targets • Should take care of branch Admin Work and Employee Engagement activity

Urgently hiring WFM / RTA Associate - Dialer Operations US Process / NIGHT SHIFT WORK FROM OFFICE Experience of working on US debt collections process as Dialer Executive / WFM / RTA would be an advantage. Location : KOLKATA WFM Associate General Job Responsibilities: The Workforce Specialist will be responsible for staffing, scheduling and reporting performance for the call center. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work.Job Duties: Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Data / List Uploading in Dialer Data reporting and management in Dialer Responsible for connectivity, controlling failed rate / abandonment Data churning strategy and implementation Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor. Other duties as assigned Well versed with MS Excel functionalities such as Pivot table, V-look up, etc HIRING Dialer Executive / WFM / RTA EXECUTIVES IN KOLKATA 700088. THIS POSITION IS ONLY FOR PEOPLE BASED OUT OF KOLKATA OR WILLING TO MOVE TO KOLKATA ON IMMEDIATE BASIS. ANNUAL CTC ON OFFER: 2 LPA TO 4 LPA CANDIDATES SHOULD BE WILLING TO WORK IN NIGHT SHIFT CANDIDATES MUST POSSESS EXCELLENT ENGLISH COMMUNICATION SKILL Interested candidates can Email CV at hr1@bellovista.net

Assistant Manager to lead the Dialer Infrastructure and Operations across LMS vertical and other key business functions. The ideal candidate will oversee hardware and software systems, ensure the smooth execution of campaigns, and optimize dialling strategies to maximize operational efficiency,customer engagement, and business outcomes. Key Responsibilities: PAN-India Call Centre Setup Management: • Oversee and manage the setup, operations, and optimization of call centres across PAN India, ensuring consistent service delivery and alignment with organizational goals. Dialer Infrastructure Management: • Oversee the comprehensive Dialer Infrastructure, including hardware (calling servers, application servers, database servers, calling lines, and gateways) and software (CRM, campaign management tools, and lead processing systems). • Manage multiple verticals, such as Mortgage, Cross-Sell, Inbound Queues, and supporting functions like Quality and Coordinators. • Ensure seamless integration of outbound and inbound campaigns with existing and new systems. • Install, configure, troubleshoot, and maintain Dialer systems to support business goals. Campaign and Operational Oversight: • Monitor and analyse lead penetration rates, creating strategies to maximize engagement and outcomes. • Optimize dialling modes (predictive, preview, manual) for efficiency and compliance with regulatory standards. • Collaborate with operational and IT teams to enhance system performance and resolve issues. Vendor and Stakeholder Management: • Manage relationships with Dialer vendors and technology providers to ensure optimal service delivery. • Act as a liaison between internal stakeholders and external partners to address operational requirements. Compliance and Regulatory Adherence: • Ensure all dialling operations adhere to legal and regulatory requirements, maintaining data security and operational compliance. Team Leadership and Development: • Build and lead a high-performing team, fostering a culture of collaboration and continuous improvement. • Provide training and development opportunities to enhance team expertise in Dialer operations and related technologies. Strategic Planning and Innovation: • Identify and implement advanced dialling technologies and practices to drive innovation. • Develop and manage dialling strategies to support evolving business needs and market conditions. Required Qualifications: • Bachelors degree in Information Technology, Business Administration, or related field. Advanced certifications are a plus. • 4+ years of experience in Dialer management, with at least 2years in a leadership role. • Strong understanding of Dialer systems, CRM tools, and campaign management platforms. • Proven track record of managing large-scale campaigns and complex Dialer infrastructures. • Knowledge of regulatory standards such as TCPA, DNC, and GDPR. Preferred Skills: • Analytical mind-set with the ability to interpret data and derive actionable insights. • Excellent leadership, communication, and stakeholder management skills. • Expertise in predictive, preview, and manual dialling strategies.

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.

What s in it for YOU SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees Dynamic, Inclusive and Diverse team culture Gender Neutral Policy Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for managing Real time Management operations of Outbound Dialer and performing analysis on the dataset & Report management. Role Accountability Responsible for facilitation of Dialer strategy and Dialer Metric Monitor all agents are logged into dialer system to assure agents logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns Collaborate with IT and Process owners for Automation of processes leading to productivity Increase Implement and execute approved dialer strategies Ensure parity across sites for the processes / procedures / strategies implemented Track daily activity closure and timelines Ensure all approvals are in place for any change implemented in dialer strategy Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements Ensure a continued work routine as per business process requirements Ensure all tasks listed below are completed daily. Scrubbing Access Activity Import/Export Data Table Assign Filter Check Fresh/Import/call table Access Activity Scheduler For DR Scheduler For DC File placing shared drive File placing on vender location drive Measures of Success RCA & Reporting Strategies to ensure better connect & conversion Reduction in cost to serve Timely mitigation of foreseeable risk Timely and error free running of the dialer Overall Connect/Contact & Coverage achievement Overall Abandonment Rate Process adherence as per SOP Any new campaigns from services & sales perspective. Technical Skills / Experience / Certifications Knowledge of WFM & outbound dialer Expertise in MS Office tools Experience in the arena of Managing Aspect and Dialer Management Competencies critical to the role Teamwork and Collaboration Business Acumen Problem Solving Stakeholder Management Qualification Graduate in any discipline Preferred Industry FSI