Job Title: Dialer Manager
Location: Bengaluru, India (100% WFO)
Shift Hours: 6:00 PM – 3:00 AM IST
About Us
Skit.ai is the leading multichannel AI platform for debt collection. Our Voice AI, Email AI, and SMS agents handle over 1 million calls a day across the US and India. We're scaling fast, and our backend needs an engineer who thinks in throughput, fault tolerance, and latency budgets.
You'll own the distributed systems that orchestrate parallel voice calls at massive scale, manage campaigns across millions of accounts, and keep our real-time voice AI pipeline humming under pressure. This isn't glue-code work—it's designing globally distributed systems where every millisecond and every dropped connection counts, requiring you to achieve massive horizontal scaling while strictly maintaining end-to-end low latency.
Job Summary
The Dialer Manager is responsible for managing, optimizing, and maintaining all outbound and inbound dialing strategies across collections portfolios. The role focuses on maximizing agent productivity, improving contact and RPC rates, ensuring compliance with regulatory requirements, and driving overall collection performance through effective dialer management, campaign execution, workforce planning, and reporting.
Key Responsibilities
Dialer Strategy & Campaign Management
- Design, configure, and manage outbound dialing campaigns across multiple collections portfolios.
- Create and maintain predictive, progressive, preview, and manual dialing strategies based on portfolio requirements.
- Optimize dialing parameters including pacing, retry logic, abandonment controls, and call distribution rules.
- Manage campaign schedules based on client requirements and regulatory calling windows.
- Monitor daily campaign performance and implement real-time adjustments to improve results.
Performance Optimization
- Analyze dialer performance metrics including:
- Contact Rate
- Right Party Contact (RPC) Rate
- Promise to Pay (PTP) Rate
- Payment Conversion Rate
- Collections Revenue
- Agent Occupancy
- Abandonment Rate
- Identify underperforming campaigns and recommend corrective actions.
- Conduct list segmentation and treatment strategy optimization to maximize recoveries.
Compliance Management
- Monitor call attempt frequency and calling-hour restrictions.
- Maintain abandonment rates within regulatory thresholds.
- Implement suppression rules for:
- Bankruptcy Accounts
- Cease & Desist Accounts
- Attorney Represented Accounts
- Do Not Call Requests
- Support compliance audits and reporting requirements.
Data & Portfolio Management
- Manage daily file imports, account allocations, and campaign readiness.
- Validate data quality and ensure accurate segmentation of portfolios.
- Monitor inventory utilization and recommend allocation strategies.
Reporting & Analytics
- Generate daily, weekly, and monthly dialer performance reports.
- Present actionable insights on campaign effectiveness and recovery performance.
- Develop dashboards and KPIs for Operations and Leadership teams.
- Track trends and recommend strategic improvements.
Key Performance Indicators (KPIs)
- Contact Rate
- RPC Rate
- PTP Rate
- Payment Conversion Rate
- Collections Revenue
- Agent Occupancy Rate
- Abandonment Rate
- Compliance Adherence
- Campaign Uptime
- Data Processing Accuracy
- Dialer Utilization
- Inventory Penetration Rate
Required Qualifications
- Bachelor's degree in Business, Operations, Information Systems, or a related field.
- Minimum 3 years of hands-on experience managing outbound dialer platforms specially TCN
- Advanced proficiency in Excel and reporting tools.
Preferred Skills
- Experience with platforms such as TCN.
- Strong analytical and problem-solving skills.
- Excellent stakeholder management and communication abilities.
