Dialer Manager

Job Description: Dialer Manager WFM

Location: Gurgaon (GGN) Experience Required: Minimum 8 years

Role Overview

The Dialer Manager WFM will be responsible for managing dialer systems, optimizing campaign performance, supervising dialer teams, and ensuring compliance with global regulatory standards. This role requires a strong blend of technical expertise, leadership, and analytical skills to drive operational excellence in outbound business operations.

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