Dialer operation – DMS Process (GB02A / GB02B), Pune (Onsite)

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Review Criteria

Mandatory

• Strong dialer manager profile
• Mandatory (Experience 1):Must have 2+ years of core dialer operations experience with major dialer systems — Genesys, Avaya, Aspect, Ameyo
• Mandatory (Experience 2): Must have hands-on experience in outbound campaign creation, list uploads, pacing changes, and real-time monitoring.
• Mandatory (Technical Experience): Must understand routing/pacing optimization, retry logic, call attempts, ANI strategy, contact strategy, and compliance norms etc

Preferred

• Preferred (Company Type): BPOs with large outbound functions, NBFCs, Banks, Fintech telecalling team
• Preferred (Tools / Tech): Advanced Excel, Basic SQL (optional), Experience with dashboarding tools

Role & Responsibilities

The Dialer Manager (Level 1) is responsible for the end-to-end execution of daily dialer operations for the DMS portfolio. The role involves campaign setup, data loading, real-time monitoring, performance optimization, and adherence to compliance guidelines. The Dialer Manager plays a critical support role for collections teams by ensuring accurate campaign configuration, seamless dialer performance, and timely availability of calling data. This position requires strong execution discipline, analytical capability, and coordination with operations and MIS teams.

Key Responsibilities:

Daily Dialer Operations-

• Configure and execute daily dialer activities: campaign creation, list uploads, skill assignments, pacing adjustments, retry logic, and treatment strategies.
• Monitor real-time dialer performance and take immediate actions to optimize connect rate, occupancy, abandons, and drop thresholds.
• Ensure correct routing, list segregation, and campaign hygiene as per business strategy.
• Validate incoming data for completeness, quality, format accuracy, and mapping consistency.

Operations & Stakeholder Coordination-

• Work closely with Operations Supervisors, Team Leaders, and WFM teams to align dialer load with workforce availability.
• Communicate campaign priorities, list releases, and expected calling volumes to ensure balanced execution.
• Collaborate with IT / Dialer Technology teams to troubleshoot dialer lags, failure logs, or configurations.

Compliance & Process Adherence-

• Ensure compliance with regulatory calling norms including:
• Calling time bands, DND regulations, opt-outs, and consent rules.
• Maintain strict adherence to internal risk, audit, and data governance guidelines.
• Maintain updated documentation for dialer processes, SOPs, and campaign-level configurations.

Ideal Candidate

Technical & Process Skills-

• Understanding of Collections, DMS workflows, delinquency buckets, and calling strategies.
• Hands-on experience with dialer platforms such as Genesys, Avaya, Aspect, Ameyo, or any predictive dialer system.
• Knowledge of dialer logics including predictive dialing, preview, progressive, manual modes, and retry cycles.
• Strong command over Excel (VLOOKUP, Pivot Tables, data cleaning, error checks) and MIS reporting.
• Ability to analyze raw calling data, identify gaps, and provide insights.
• Familiarity with CRM, CTI integration, and lead management workflows.

Behavioral & Execution Skills-

• High attention to detail with strong execution discipline.
• Ability to work under pressure, manage tight timelines, and support high-volume calling days.
• Strong problem-solving and troubleshooting ability for real-time dialer issues.
• Effective communication for coordination with operations, MIS, and technology teams.
• Ownership mindset with the ability to work independently and prioritize tasks.

Eligibility-

• Employees in GB02A / GB02B bands meeting internal movement guidelines.
• Completion of minimum tenure as specified by HR.
• No active PIP or disciplinary action.
• Consistent performance rating and adherence to compliance norms.