Manager Workforce Management - Dialer

Position Summary

The Operations Dialer Manager is responsible for the planning, execution, monitoring, and continuous optimization of outbound and inbound dialing strategies supporting first-party credit card collections.

This role serves as a key liaison between Collections Operations, Workforce Management, Analytics/MIS, Compliance, Technology, clients, and third-party vendors, ensuring that account inventory, staffing, contact strategies, dialer capabilities, and business objectives are aligned to maximize collections performance while maintaining operational and regulatory compliance.

The Operations Dialer Manager is expected to act as a subject matter expert in dialer strategy and collections operations, capable of representing the organization in discussions with clients, technology providers, telecommunications vendors, and internal stakeholders.

The ideal candidate has strong experience in first-party credit card collections, understands delinquency-stage strategies and customer segmentation, and has hands-on knowledge of the LiveVox contact center and dialer platform.

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Key Responsibilities

Dialer Strategy & Management

. Develop and execute daily, weekly, and monthly dialing strategies for first-party credit card collection portfolios.

. Configure and manage LiveVox campaigns, services, skill groups, dialing modes, account segmentation, and contact strategies.

. Determine appropriate dialing treatments based on delinquency stage, account risk, customer behavior, historical contactability, payment likelihood, and operational priorities.

. Optimize predictive, automated, manual, and agent-initiated dialing strategies based on portfolio requirements.

. Manage account penetration and attempt strategies to balance contact rates, collections performance, customer experience, and regulatory requirements.

. Evaluate campaign performance throughout the day and make real-time adjustments based on staffing, account inventory, penetration, contact rates, and collection results.

. Coordinate campaign reruns, prioritization strategies, and reassignment of account inventory when necessary.

. Identify opportunities to improve contact efficiency while reducing unnecessary or low-value dialing activity.

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Collections Operations

. Support collection strategies across various stages of delinquency, including early-stage, mid-stage, and late-stage credit card collections.

. Demonstrate working knowledge of key collections concepts, including:

o Days Past Due and delinquency buckets

o First Payment Default

o Promise to Pay

o Right Party Contact

o Payment conversion

o Account penetration

o Customer contactability

o Risk segmentation

o Roll rates and forward flow

. Partner with Operations leadership to translate portfolio and client objectives into actionable dialer strategies.

. Identify opportunities to increase successful customer contacts and payment conversions without unnecessarily increasing dialing volume.

. Evaluate account inventory, staffing, agent utilization, and strategy performance to determine whether performance gaps are driven by manpower, account quality, contactability, dialer strategy, or operational execution.

. Provide recommendations to Operations leaders regarding staffing allocation, campaign priorities, account treatment, and contact strategy.

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Client, Vendor & Stakeholder Management

. Serve as a primary point of contact and dialer subject matter expert during discussions with clients, Operations leaders, technology teams, and third-party vendors.

. Participate in client meetings, business reviews, strategy sessions, and performance discussions related to collections and dialer performance.

. Present dialer performance, trends, strategy results, risks, and recommendations to internal and external stakeholders.

. Translate complex dialer and operational data into clear business insights appropriate for both technical and non-technical audiences.

. Work directly with clients to understand portfolio objectives, performance expectations, strategy requirements, and operational priorities.

. Partner with Operations stakeholders to ensure dialer strategies support frontline execution and overall collections objectives.

. Coordinate with vendors supporting:

o Dialer and contact center technology

o Telecommunications services

o Branded Caller ID

o Caller authentication

o Phone intelligence and contactability

o Data and analytics solutions

. Manage vendor-related issues, enhancement requests, testing, troubleshooting, and implementation activities.

. Evaluate proposed vendor solutions and new technologies based on operational value, cost, expected performance improvement, and implementation requirements.

. Coordinate testing and validation of new vendor features or dialer capabilities prior to production deployment.

. Escalate vendor performance, system, or service issues when necessary and track issues through resolution.

. Maintain productive relationships with clients and vendors while balancing operational requirements, technical limitations, compliance considerations, and business objectives.

. Support client inquiries and investigations involving dialer behavior, contact strategies, campaign configurations, or performance results.

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Performance Management & Analytics

. Monitor and analyze dialer and collections KPIs, including:

o Attempts

o Live Voice / Connect Rate

o Right Party Contact Rate

o RPC per Attempt

o Promise to Pay Rate

o Payment / Collection Rate

o Contact-to-Payment Conversion

o Accounts Worked

o Penetration Rate

o Average Handle Time

o Talk Time

o Wrap Time

o Agent Occupancy

o Idle / Ready Time

o Abandonment Rate

o Answering Machine Detection performance

. Perform trend, segmentation, and comparative analysis to identify opportunities for campaign optimization.

. Evaluate performance by delinquency segment, risk level, account population, time of day, agent group, site, and dialing strategy.

. Develop or support forecasting models for dialing volume, staffing requirements, contact rates, and expected collection outcomes.

. Conduct root-cause analysis when operational or client performance targets are missed.

. Develop clear recommendations and action plans based on analytical findings.

. Prepare performance summaries, dashboards, and executive-level presentations for internal leadership and clients.

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LiveVox Administration & Optimization

. Maintain strong working knowledge of LiveVox functionality, including:

o Campaign and service configuration

o Dialing strategies

o Skill groups

o Contact lists

o Agent routing

o Predictive dialing

o Answering Machine Detection

o Call disposition and result codes

o Caller ID and branded calling solutions

o Campaign pacing

o Contact attempt controls

o Reporting and Call Detail Records

. Troubleshoot campaign and dialing issues in coordination with Technology teams, LiveVox support, and other external vendors.

. Validate dialer configuration changes before implementation.

. Monitor system behavior to identify potential inefficiencies, routing issues, pacing concerns, or unusual contact patterns.

. Coordinate with LiveVox and other technology partners on platform enhancements, defects, upgrades, and new functionality.

. Support User Acceptance Testing and production validation for changes affecting dialer operations.

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Compliance & Risk Management

. Ensure dialing strategies comply with applicable company policies and regulatory requirements governing consumer communications and collections.

. Partner with Compliance, Legal, clients, and technology teams when implementing changes that may affect dialing frequency, calling windows, customer consent, contact treatment, or caller identification.

. Maintain appropriate controls around account attempts, contact frequency, time zones, phone number treatments, and calling hours.

. Monitor dialing activity for potential compliance risks and escalate concerns when necessary.

. Support audits and investigations involving dialer activity, customer contact attempts, and campaign configurations.

. Ensure changes requested by Operations, clients, or vendors are evaluated for potential compliance and customer-experience impact prior to implementation.

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Cross-Functional Leadership

. Serve as the primary dialer strategy partner for Operations leadership.

. Collaborate closely with:

o Collections Operations

o Client Leadership

o Workforce Management

o Business Analytics / MIS

o Quality Assurance

o Compliance

o Information Technology

o Telecommunications teams

o LiveVox and other technology vendors

. Coordinate staffing and dialer capacity to ensure available agents are effectively utilized.

. Communicate strategy changes, campaign priorities, and performance expectations to Operations teams.

. Facilitate discussions between technical and operational stakeholders to ensure proposed solutions are practical and aligned with business objectives.

. Participate in performance reviews, client business reviews, strategy meetings, project discussions, and executive presentations.

. Influence stakeholders across multiple departments even when direct reporting relationships do not exist.

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Continuous Improvement

. Conduct controlled tests of new dialing strategies, account segmentation approaches, contact frequencies, campaign schedules, and dialing technologies.

. Measure pre- and post-implementation results to determine strategy effectiveness.

. Develop business cases for new dialer capabilities, vendor solutions, or process improvements.

. Identify opportunities for automation and improved reporting.

. Develop repeatable processes, dashboards, and decision frameworks for dialer management.

. Partner with clients and vendors to identify emerging opportunities to improve customer contactability and collection performance.

. Stay informed about emerging technologies affecting collections, including:

o AI call screening

o Branded Caller ID

o Caller authentication

o Predictive analytics

o Customer contact optimization

o Alternative communication channels

o Phone intelligence and contactability solutions

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Required Qualifications

. Bachelor's degree in Business Administration, Finance, Operations Management, Analytics, or related field preferred.

. Minimum 3-5 years of experience in credit card collections, consumer finance, or contact center operations.

. Experience supporting or managing first-party credit card collections strongly preferred.

. Hands-on experience with LiveVox or a comparable predictive dialer/contact center platform.

. Experience interacting directly with clients, external vendors, and Operations stakeholders.

. Demonstrated ability to lead strategy and performance discussions with both internal and external business partners.

. Strong understanding of credit card delinquency and collections processes.

. Experience developing or managing outbound dialing strategies.

. Strong analytical and problem-solving skills.

. Advanced proficiency with Microsoft Excel.

. Experience interpreting large operational datasets and translating findings into actionable business recommendations.

. Strong verbal, written, and presentation skills.

. Ability to communicate technical concepts to non-technical audiences and business requirements to technical teams.

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Preferred Qualifications

. Experience managing multiple collection segments or delinquency buckets.

. Experience with SQL and Snowflake or similar data warehouse platforms.

. Experience with Power BI, Tableau, or other business intelligence tools.

. Knowledge of Workforce Management concepts including staffing, occupancy, shrinkage, and interval-level capacity planning.

. Experience with automated reporting and campaign performance dashboards.

. Experience working with multiple contact center locations or outsourced operations.

. Experience participating in client-facing business reviews and operational strategy meetings.

. Experience managing technology or telecommunications vendor relationships.

. Knowledge of branded caller identification, STIR/SHAKEN, call authentication, and telecommunications concepts.

. Familiarity with predictive analytics, customer segmentation, and payment likelihood models.

. Experience conducting vendor evaluations, pilots, testing, and implementation projects.

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Core Competencies

Strategic Thinking Translates collections and client objectives into practical account and dialing strategies.

Client & Stakeholder Management Builds credibility with clients, Operations leaders, technical teams, and vendors while effectively balancing competing priorities.

Vendor Management Works effectively with external technology and service providers to resolve issues, evaluate solutions, and implement improvements.

Analytical Decision-Making Uses data to identify performance gaps, opportunities, and appropriate corrective actions.

Operational Leadership Understands the relationship between staffing, agent behavior, account inventory, technology, and collection performance.

Technical Dialer Knowledge Comfortable working directly with LiveVox configurations, campaign performance, troubleshooting, and call-level data.

Collections Expertise Understands the customer lifecycle, delinquency progression, contact strategies, and payment behavior within first-party credit card collections.

Compliance Awareness Maintains strong controls around customer communication practices and dialing activity.

Communication & Influence Able to clearly explain technical and analytical findings to frontline Operations, clients, vendors, and executive audiences.

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Key Performance Indicators

Success in this role may be measured through:

. Improvement in Right Party Contact Rate

. Payment / Collection conversion

. Promise to Pay performance

. Account penetration

. Contact efficiency per dialing attempt

. Agent occupancy and utilization

. Dialer capacity utilization

. Reduction of unnecessary or unproductive attempts

. Achievement of portfolio and client collection targets

. Compliance with dialing and customer-contact requirements

. Effectiveness of strategy tests and continuous improvement initiatives

. Timely resolution of dialer and vendor-related issues

. Successful implementation of client and vendor initiatives

. Quality and effectiveness of stakeholder communication and recommendations

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Position Objective

The Operations Dialer Manager is expected to ensure that the right accounts are contacted, through the right strategy, at the right time, with the appropriate level of effort and available staffing, while effectively representing the organization's dialer strategy with internal Operations stakeholders, clients, and technology partners.

The role continuously balances five priorities:

Collections Performance | Contact Efficiency | Agent Utilization | Compliance | Client & Stakeholder Alignment