Dialer Strategy Manager
Schedule: Monday through Friday, 7 AM to 5 PM
Company Overview:
We are a leading collections agency that values innovation, customer-centricity, and operational efficiency. We are looking for a strategic, data-driven, and results-oriented Dialer Strategy Manager to oversee and optimize our outbound dialing campaigns and operations. This role will be critical in ensuring that our contact center operations run smoothly and achieve key performance metrics.
Responsibilities:
Develop and Implement Dialer Strategies: Design and manage the overall strategy for the companys dialer system, including predictive, preview, and progressive dialing modes.
Optimize Performance: Analyze dialer performance, campaign pacing, and agent performance to continually optimize productivity, contact rates, and compliance.
Lead Campaigns: Manage outbound dialer campaigns from inception to completion, including list management, dialer settings, pacing strategies, and disposition management.
Collaborate with Key Stakeholders: Work closely with the operations, compliance, IT, and analytics teams to align dialer strategies with business goals and regulatory requirements.
Reporting and Analytics: Provide detailed performance reports on campaign results, KPIs, and dialer efficiency. Utilize data to make informed decisions and drive continuous improvement.
Compliance Oversight: Ensure all dialer operations comply with TCPA, FTC, and other applicable laws and regulations, reducing risk and ensuring operational integrity.
Team Management: Lead, coach, and mentor a team of dialer operators, ensuring effective use of tools, adherence to best practices, and fostering a culture of continuous improvement.
Technology Management: Oversee dialer technology, troubleshoot issues, and work with the IT team to ensure the dialer platform is operating optimally.
Forecasting & Resource Allocation: Monitor call volumes and workforce needs, adjusting strategies to ensure the effective use of resources across the operation.
Process Improvement: Identify areas for operational improvement, propose and implement strategic changes to enhance performance and efficiency.
Skills and Qualifications:
Experience: Minimum 5 years of experience managing dialer operations in a contact center or similar environment.
Technical Skills: Proficiency with dialer systems (e.g., Five9, DialConnection, Genesys, or similar) and CRM tools. Strong understanding of SQL, Excel, and data analytics for reporting and insights.
Leadership: Demonstrated ability to lead and develop a team in a fast-paced, goal-oriented environment.
Compliance Knowledge: In-depth knowledge of telemarketing regulations, including TCPA, FTC, DNC, and state-specific laws.
Problem Solving: Strong analytical, troubleshooting, and decision-making skills. Ability to think strategically and drive changes based on data insights.
Communication: Excellent verbal and written communication skills, with the ability to present findings and strategies to stakeholders at all levels.
Educational Background: Bachelors degree in business administration, operations management, or a related field. A Masters degree is a plus.