Location Name: Pune Corporate Office - Mantri
Job Purpose
The Manager/Deputy Unit Manager Dialer Ops serves as the functional owner of dialer performance across DMS portfolios. The role independently manages end-to-end dialer operations, leads performance optimization, and drives analytical insights to strengthen calling effectiveness. This position acts as a bridge between tactical execution and strategic decision-making, ensuring that dialer efficiency, compliance, and penetration targets are consistently met. The role requires strong domain expertise, analytical rigor, and cross-functional collaboration.
Duties And Responsibilities
Key Responsibilities
Dialer Strategy & Execution
- Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
- Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
- Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.
Performance Optimization & Analytics
- Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
- Implement dialing strategy enhancementsattempt logic, retry cycles, skill routing, and call distribution.
Compliance & Governance
- Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
- Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
- Maintain robust documentation of campaign changes, SOP updates, and version logs.
Cross-Functional Coordination
- Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
- Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
- Partner with Quality and Policy teams to align operational execution with business rules.
- Coordinate with MIS teams for data validation and report automation.
Reporting & Governance
- Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
- Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
- Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.
Required Qualifications And Experience
Required Skills (Expanded & Comprehensive)
Domain & Technical Expertise
- Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
- Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
- In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
- Working knowledge of CRM systems, CTI integrations, and lead management platforms.
Analytical & Reporting Skills
- Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
- SQL proficiency preferred for data extraction, query building, and troubleshooting.
- Ability to interpret large data sets and convert findings into actionable insights.
Execution & Problem-Solving Skills
- Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
- High execution discipline with the ability to manage multiple campaigns simultaneously.
- Strong decision-making capabilities under operational pressure.
Communication & Stakeholder Management
- Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
- Strong documentation, reporting, and presentation skills.
- Ability to translate analytical findings into business-friendly recommendations.
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Eligibility
- Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
- Must have completed minimum tenure requirements as defined by HR.
- No active performance improvement plan or disciplinary action.
- Consistent performance ratings and adherence to compliance norms.
