Dialer Manager

📌 Job Description: Dialer Manager – WFM

Location:

🎯 Role Overview

Dialer Manager – WFM

🔑 Key Responsibilities

1. Dialer System Management

• Oversee dialer system configuration, maintenance, and troubleshooting.
• Implement and refine dialing strategies to maximize agent utilization and contact rates.
• Monitor performance metrics (call pacing, abandonment rates, dialing algorithms).
• Collaborate with IT and vendors for upgrades and issue resolution.

2. Campaign Management

• Partner with campaign managers to design dialing strategies aligned with business goals.
• Configure campaign parameters (calling lists, scripts, call outcomes).
• Track and analyze campaign performance; make data-driven adjustments.
• Ensure compliance with Do Not Call (DNC) and other regulatory guidelines.

3. Team Supervision

• Lead and mentor dialer administrators, coordinators, and analysts.
• Provide training and coaching on dialer usage and best practices.
• Conduct performance evaluations and career development planning.
• Foster teamwork and address performance/disciplinary issues effectively.

4. Reporting & Analytics

• Generate routine reports on dialer performance and campaign outcomes.
• Analyze data to identify trends, patterns, and optimization opportunities.
• Collaborate with stakeholders to implement action plans based on insights.

5. Continuous Improvement

• Stay updated on industry trends and dialing technologies.
• Propose and execute process enhancements for efficiency.
• Identify automation opportunities and system integrations.
• Participate in cross-functional initiatives to improve call center effectiveness.

6. Regulatory Compliance

• Ensure compliance with global regulations, including:

• USA:

  FDCPA, TCPA

• Canada:

  CRTC

• UK:

  FCA

• Australia:

  ACMA

• India:

  TRAI, RBI, IRDAI

🛠️ Key Skills & Knowledge

• Proven experience managing Workforce Management (WFM) teams.
• Collaboration with HR, Recruiting, and Training for hiring/onboarding.
• Ability to conduct workforce simulations for strategic planning.
• Expertise in process improvement and change management.
• Strong presentation and communication skills.
• Advanced proficiency in

  Excel, SQL, Access, and dialer tools

  (pivot tables, queries, database administration).
• Minimum 8 years of experience in outbound business operations.
• Strong leadership and team-building capabilities.
• Excellent quantitative and analytical skills.
• Flexibility to work in a dynamic

  24/7 environment

  .

🚀 Why Join Us?

This role offers the opportunity to lead critical dialer operations, shape campaign success, and contribute to the future of contact center excellence.

Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123