Dialer Operations & Performance Manager

Role Summary

We are seeking a results-driven Dialer Operations & Performance Manager to oversee and optimize outbound dialing operations. The role is responsible for maximizing dialer performance, improving campaign efficiency, ensuring high system availability, and driving continuous improvements through data analysis and technology.

Key Responsibilities

• Manage and optimize outbound dialer campaigns and calling strategies.
• Monitor dialer performance, call quality, agent productivity and campaign KPIs.
• Optimize lead allocation, recycling, campaign prioritization and dialing configurations.
• Analyze operational data to improve contact rates, conversions and resource utilization.
• Coordinate with telecom and technology teams to resolve dialer, SIP and integration issues.
• Develop performance dashboards and recommend process automation and AI-driven improvements.
• Ensure compliance with...