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Manager / Deputy Unit Manager – Dialer Operations
Financial Services Industry
Manager / Deputy Unit Manager – Dialer Operations
Financial Services Industry 's logo

Manager / Deputy Unit Manager – Dialer Operations

at Financial Services Industry

Agency job
5 - 10 yrs
₹6L - ₹8L / yr
Pune
Skills
Operations management
Genesys
Avaya
DMS
Internal audit
SOP
Management Information System (MIS)
KPI

ROLES AND RESPONSIBILITIES:

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.


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 enhancements—attempt 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.


IDEAL CANDIDATE:

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.


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.


PERKS, BENEFITS AND WORK CULTURE:

Our people define our passion and our audacious, incredibly rewarding achievements. The company is one of India’s most diversified non-banking financial companies, and among Asia’s top 10 Large workplaces. If you have the drive to get ahead, we can help find you an opportunity at any of the 500+ locations we’re present in India.

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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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