Manager/Senior Manager - Call Center IT & Dialer Operations

Position: Manager/Senior Manager Call Center IT & Dialer Operations

Location: Dadar, Mumbai

Work Mode: Work from Office

Experience: 1015years

Role Overview

IT and Dialer Management

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