Dialler Manager

Responsible for managing the configuration, optimization, and performance of the dialer systems used in call center operations. This role requires a combination of technical expertise, leadership abilities, and strategic thinking to effectively manage the dialer functions. Currently we work with Hostcomm and Primo licensed dialer companies. You will also be responsible for working with CLI providers for each of the campaigns that we run.

Responsibilities
• Administer and optimize our dialer systems used in call center operations, including configuration, campaign setup, and call routing strategies.
• Monitor dialer performance metrics, analyze call data, and generate reports to identify trends, patterns, and areas for improvement.
• Collaborate with call center management to implement strategies for improving agent productivity, campaign performance, and customer satisfaction.
• Working closely with our data bank team to ensure success on the campaigns that we run.
• Campaigns will include B2B, B2C and the use of Avatar.

Qualifications
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience (3+ years) in dialer administration, with a strong understanding of outbound call center operations and dialer technologies.
• Proficiency in configuring and troubleshooting dialer platforms (e.g., predictive, preview, progressive dialers) and related software (e.g., CRM, workforce management).
• Excellent leadership and communication skills, with the ability to effectively manage teams, stakeholders, and external partners.
• Strong analytical and problem-solving abilities, with a track record of driving process improvements and delivering results.

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