Assistant Manager - Dialer

Assistant Manager - Dialer

Assistant Manager to lead the Dialer Infrastructure and Operations across LMS vertical and other key business functions. The ideal candidate will oversee hardware and software systems, ensure the smooth execution of campaigns, and optimize dialling strategies to maximize operational efficiency, customer engagement, and business outcomes.

Key Responsibilities:

PAN-India Call Centre Setup Management:

Oversee and manage the setup, operations, and optimization of call centers across PAN India, ensuring consistent service delivery and alignment with organizational goals.

Dialer Infrastructure Management:

Oversee the comprehensive Dialer Infrastructure, including hardware (calling servers, application servers, database servers, calling lines, and gateways) and software (CRM, campaign management tools, and lead processing systems).

Manage multiple verticals, such as Mortgage, Cross-Sell, Inbound Queues, and supporting functions like Quality and Coordinators.

Ensure seamless integration of outbound and inbound campaigns with existing and new systems.

Install, configure, troubleshoot, and maintain Dialer systems to support business goals.

Campaign and Operational Oversight:

Monitor and analyse lead penetration rates, creating strategies to maximize engagement and outcomes.

Optimize dialling modes (predictive, preview, manual) for efficiency and compliance with regulatory standards.

Collaborate with operational and IT teams to enhance system performance and resolve issues.

Vendor and Stakeholder Management:

Manage relationships with Dialer vendors and technology providers to ensure optimal service delivery.

Act as a liaison between internal stakeholders and external partners to address operational requirements.

Compliance and Regulatory Adherence:

Ensure all dialling operations adhere to legal and regulatory requirements, maintaining data security and operational compliance.

Team Leadership and Development:

Build and lead a high-performing team, fostering a culture of collaboration and continuous improvement.

Provide training and development opportunities to enhance team expertise in Dialer operations and related technologies.

Strategic Planning and Innovation:

Identify and implement advanced dialling technologies and practices to drive innovation.

Develop and manage dialling strategies to support evolving business needs and market conditions.

Required Qualifications:

Bachelor s degree in Information Technology, Business Administration, or related field. Advanced certifications are a plus.

8+ years of experience in Dialer management, with at least 3 years in a leadership role.

Strong understanding of Dialer systems, CRM tools, and campaign management platforms.

Proven track record of managing large-scale campaigns and complex Dialer infrastructures.

Knowledge of regulatory standards such as TCPA, DNC, and GDPR.

Preferred Skills:

Analytical mind-set with the ability to interpret data and derive actionable insights.

Excellent leadership, communication, and stakeholder management skills.

Expertise in predictive, preview, and manual dialling strategies.