Dialer Manager

Job Summary:

The Dialer Operations Manager is responsible for overseeing, optimizing, and managing the performance of outbound and inbound dialer systems to ensure maximum operational efficiency for collection campaigns. This role involves monitoring real-time performance, analyzing data trends, ensuring compliance with regulatory requirements, and collaborating with cross-functional teams to improve agent productivity and business results.

Key Responsibilities:

Dialer Management & Optimization

• Administer and maintain dialer platforms (e.g., Thrio , LiveVox) ensuring efficient configuration and campaign setup.
• Monitor dialer pacing, list penetration, and agent productivity to maximize contact and conversion rates.
• Create and manage dialer strategies, call flows, and list segmentation to improve campaign performance.
• Implement and oversee disposition codes, time zones, and dialing rules to ensure compliance with TCPA and client requirements.
• Identify and resolve technical or operational issues affecting dialer performance.

Data Analysis & Reporting

• Develop, maintain, and present daily, weekly, and monthly performance reports using tools like Power BI, Excel, and (SQL is a plus).
• Analyze campaign results to identify trends, operational gaps, and areas for improvement.
• Monitor KPIs, including right-party contacts (RPC), talk time, and agent utilization rates. 

Compliance & Quality Assurance

• Ensure adherence to all compliance standards (TCPA, FDCPA, and client-specific requirements).
• Maintain audit-ready documentation for all dialer configurations and changes.

Team Collaboration & Leadership

• Work closely with operations, IT team to ensure smooth campaign launches.
• Provide feedback and recommendations to supervisors and managers to enhance agent productivity.
• Proactively identify process improvement opportunities within dialer operations
• Test, evaluate, and implement new dialer features, scripts, or technologies to enhance performance.
• Stay up to date with industry trends, compliance changes, and best practices.

Preferred Skills:

• Expertise in data analytics and reporting tools (Power BI, Excel).
• Knowledge of compliance regulations (TCPA, FDCPA).
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration abilities.
  

• Communication
• Ability to Work Under Pressure
• Conflict Resolution
• Adaptability
• Teamwork

• Positions avaliable: 1
• Job type: Permanent

Apply Now at https://careers.cedarfinancial.com/