Senior Dialer Manager – DMS Process

Strong senior Dialer Manager Profile

Mandatory (Experience 1): Must have 8+ years of core dialer operations, Outbound Campaign Management, or Contact Center Technology

Mandatory (Experience 2): Must have experience in dialer strategy design, not just daily execution

Mandatory (Experience 3): Must have experience in evaluating and optimizing dialer performance metrics like Connect %, RPC %, Drop %, Idle %, Agent Efficiency, and SLAs

Mandatory (Experience 4): Must have exposure to dialer performance tuning, campaign throttling, and system configuration changes.

Mandatory (Experience 5): Must have hands-on experience in outbound campaign creation, list uploads, pacing changes, and real-time monitoring.

Mandatory (Experience 6): Must have strong understanding of compliance frameworks — DND, TCPA, Time-band rules, NDNC, Regulatory Audit Compliance.

Mandatory (Experience 7): Must be capable of end-to-end troubleshooting — call flow breaks, API failures, routing issues, list failure analysis.

Mandatory (Team Lead): Must have 2+ years of experience in leading a team of dialer analysts / RTAs, agents etc

Mandatory (Collaboration): Must have experience in working with WFM, Ops Heads, MIS, Risk, and Technology teams

Mandatory (Functional Requirement): Must be able to work with Ops and lead daily dialer execution independently