Dialer Manager

Dialer Manager

Position Overview:

The Dialer Manager is a key role within the contact center operations team, responsible for overseeing the efficient and effective functioning of the automated dialer system. This position requires strong technical expertise in dialer technologies, as well as excellent management and leadership skills to lead a team of dialer operators and analysts. The Dialer Manager plays a critical role in optimizing outbound call campaigns, ensuring compliance with regulatory guidelines, and maximizing agent productivity.

Experience with Convoso is preferred, but not required. Quality Assurance Auditing experience is a plus.

Responsibilities:

Dialer Operations Management:

Oversee the configuration, administration, and maintenance of the dialer system.
Monitor and manage dialer settings to ensure optimal performance, campaign success, and adherence to performance metrics.

Campaign Strategy and Planning:

Work closely with contact center managers and stakeholders to strategize and plan outbound calling campaigns.
Analyze historical data, call patterns, and customer information to design effective calling strategies that achieve campaign objectives.
Determine the appropriate dialing modes (predictive, progressive, preview) for different campaign types.

Compliance and Regulations:

Ensure compliance with all relevant regulations and industry guidelines, such as TCPA, DNC, and other applicable laws, while conducting outbound campaigns.
Implement and maintain protocols to handle opt-outs and maintain accurate do-not-call lists.

Reporting and Analytics:

Monitor and analyze dialer performance metrics and campaign results.
Prepare regular reports and present key performance indicators (KPIs) to senior management to track campaign success and agent productivity.

Team Leadership and Development:

Provide ongoing coaching and feedback to improve the team’s efficiency and performance.
Foster a positive and collaborative work environment that encourages employee growth and job satisfaction.

Process Improvement:

Continuously identify opportunities to enhance dialer operations, processes, and procedures to increase productivity and campaign success.
Implement best practices to streamline workflows and improve overall performance.

Requirements:

Proven experience (typically 3-5 years) in managing dialer systems within a contact center environment.
In-depth knowledge of dialer technologies, including predictive dialers, automatic dialers, and outbound call strategies.
Familiarity with contact center operations, including workforce management, agent scheduling, and performance metrics.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Excellent communication and interpersonal skills to collaborate with various teams and stakeholders.
Understanding of regulatory requirements and compliance related to outbound calling campaigns.
Leadership abilities to motivate and guide a team effectively.

To Apply, copy the link below and fill out the short application form

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