Dialer Analyst
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About the role
The Dialer Analyst is responsible for the day-to-day management, administration, and optimization of the outbound collections dialer system. The role focuses exclusively on dialer operations, dialing strategy execution, campaign management, lead allocation, and performance monitoring to maximize customer contact rates, collections performance, and agent productivity while ensuring compliance with internal and regulatory requirements.
Key responsibilities
- Manage and maintain all outbound collections dialer campaigns
- Configure dialer settings, call pacing, routing rules, and campaign parameters
- Monitor dialer performance and system health throughout operating hours
- Troubleshoot dialer-related issues and coordinate with technology teams and vendors for resolution
- Design, implement, and continuously optimize outbound dialing strategies
- Determine appropriate call attempt strategies, lead prioritization, and contact schedules
- Upload, validate, and manage outbound calling lists
- Allocate leads across campaigns based on business priorities
- Track and report dialer performance metrics and analyze campaign effectiveness
- Produce daily, weekly, and monthly performance reports
About you
- Ensure all outbound dialing activities comply with regulatory requirements and internal policies
- Maintain accurate documentation of dialer configurations and strategy changes
- Support audits and compliance reviews as required
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