Dialer Manager

Dialer Manager 

A Dialer Campaign Manager for Collections is responsible for optimizing outbound calling strategies to maximize debt recovery, ensuring high agent productivity, and maintaining compliance with regulatory standards (e.g., TCPA, DND). They manage the technical configuration of dialer systems (predictive/preview) and analyze data to improve contact rates and Right Party Contacts (RPC). Key Responsibilities 

• Dialer Operations & Strategy: Configure and optimize dialer technology (e.g., Alvaria, Noble, Genesys, Avaya, Ameyo) to manage pacing, dialer logic, answering machine detection, and batch activation. 

• Campaign Management: Set up and monitor daily outbound calling campaigns, list uploads, data churning, and call routing strategies. 

• Performance Optimization: Track and improve key metrics including Connect %, RPC %, Drop %, Idle Time, and Agent Efficiency. 

• Data Management & Reporting: Generate and analyze daily MIS reports to identify performance trends, data anomalies, and opportunities for improvement. 

• Compliance Adherence: Ensure all dialer activities follow regulatory compliance rules, such as DND (Do Not Disturb) and Time-band rules. 

• Troubleshooting & Support: Act as the primary contact for technical issues (call flow breaks, API failures) and collaborate with IT or vendor partners for quick resolutions. 

Required Skills and Qualifications 

• Experience: 2–10+ years of experience in core dialer operations, outbound campaign management, or collections technology. 

• Technical Knowledge: Proficiency in dialer systems (e.g., Genesys, C-Zentrix, Convox) and SQL/Advanced Excel for data reporting. 

• Collections Knowledge: Strong understanding of the loan collection lifecycle and debt recovery processes. 

• Analytical Skills: Ability to analyze large datasets to optimize campaign performance and agent scheduling. 

• Education: Bachelor’s degree in a relevant field (e.g., IT, Computer Science). Typical KPI Focus 

• RPC%: Right Party Contact Rate 

• Connect %: Call connection rate 

• Drop %: Dropped call rate 

• Agent Utilization: Minimizing idle time. 

Commonly Used Systems 

• Genesys/Avaya 

• Aspect/Alvaria 

• Ameyo/C-Zentrix 

• SQL / Microsoft Excel