Dialer Manager

Role Purpose

The Dialer Manager is responsible for the strategy, configuration, and performance management of the outbound dialing systems used within the call centre. This role ensures maximum agent productivity, optimal contact rates, and efficient campaign performance by managing dialer operations, data loading, list segmentation, and real-time adjustments.

The Dialer Manager works closely with Sales, Retentions, Operations, IT, and Data teams to ensure dialing campaigns run smoothly and consistently achieve business targets.

Core Responsibilities

Dialer Strategy & Campaign Management

• Configure and manage outbound dialer campaigns to maximize contact and conversion rates.
• Determine dialing modes (predictive, progressive, preview) based on campaign objectives.
• Optimize dialer pacing to maintain the correct balance between agent occupancy and customer experience.

Real-Time Dialer Monitoring

• Monitor dialer performance throughout the day and adjust settings based on agent availability, call volumes, and campaign performance.
• Identify and resolve dialer issues quickly to avoid agent downtime.

Data & List Management

• Upload, segment, and manage lead lists within the dialer system.
• Ensure accurate data distribution across teams and campaigns.
• Manage recycling rules, callbacks, and lead prioritization.

Performance Optimization

• Analyze key dialer metrics such as contact rates, connection rates, abandon rates, and agent occupancy.
• Continuously refine dialing strategies to improve efficiency and campaign results.

Reporting & Analytics

• Produce daily and weekly dialer performance reports for senior management.
• Identify trends in campaign performance and recommend improvements.

Compliance Management

• Ensure dialing practices comply with local regulations and company policies.
• Monitor abandon rates and dialing thresholds to remain within legal limits.

Collaboration with Operations

• Work closely with Team Leaders, Sales Managers, and Workforce Management to align dialer strategy with staffing levels and campaign priorities.

Required Skills & Experience

• Previous experience managing outbound dialer systems in a call centre environment.
• Strong understanding of predictive, progressive, and preview dialing strategies.
• Experience with dialer platforms such as Vicidial, Genesys, Five9, NICE, Avaya, or similar systems.
• Strong data analysis and reporting skills.
• High proficiency in Excel or similar reporting tools.
• Ability to work in a fast-paced, performance-driven environment.

Key Competencies

• Analytical and data-driven decision making
• Strong problem-solving ability
• High attention to detail
• Ability to work under pressure and manage multiple campaigns simultaneously
• Strong communication and stakeholder management

Key Metrics (KPIs)

• Contact rate
• Connection rate
• Agent occupancy
• Abandon rate
• Lead utilization and recycling efficiency
• Campaign conversion performance