Assistant Manager - Dialer

Impronics Technologies; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Impronics Technologies is seeking an Assistant Manager - Dialer to lead Pan-India dialer operations, overseeing hardware, software, and campaign orchestration. You will optimize dialing modes, ensure regulatory compliance, and drive performance across multiple verticals.

The role requires 8+ years in dialer management with at least 3 years in leadership, strong CRM/campaign tools knowledge, and a strategic mindset for innovative dialing solutions.

Qualifications

• Bachelor's degree in IT, Business Admin, or related field.
• 8+ years of dialer management experience; minimum 3 years in a leadership role.
• Strong understanding of dialer systems, CRM tools, and campaign platforms.
• Proven track record managing large-scale campaigns and complex dialer infrastructures.
• Knowledge of TCPA, DNC, GDPR regulatory standards.

Responsibilities

• PAN-India call centre setup, operations, and optimization.
• Dialer infrastructure management: hardware, software, and integrations.
• Monitor and optimize lead penetration, dialing modes, and compliance.
• Vendor and stakeholder management for service delivery and requirements.
• Ensure regulatory adherence and data security across operations.
• Lead and develop a high-performing team; drive training and growth.
• Strategic planning to implement advanced dialing technologies and practices.

Skills

Dialer management

Leadership

CRM tools

Campaign management

Data analysis

Education

Bachelor's degree in IT/Business Admin

Tools

Dialer software

CRM systems

Campaign management tools

Job description

Assistant Manager - Dialer

Assistant Manager to lead the Dialer Infrastructure and Operations across LMS vertical and other key business functions. The ideal candidate will oversee hardware and software systems, ensure the smooth execution of campaigns, and optimize dialling strategies to maximize operational efficiency, customer engagement, and business outcomes.

Key Responsibilities:

PAN-India Call Centre Setup Management

Oversee and manage the setup, operations, and optimization of call centers across PAN India, ensuring consistent service delivery and alignment with organizational goals.

Dialer Infrastructure Management

Oversee the comprehensive Dialer Infrastructure, including hardware (calling servers, application servers, database servers, calling lines, and gateways) and software (CRM, campaign management tools, and lead processing systems).

Manage multiple verticals, such as Mortgage, Cross-Sell, Inbound Queues, and supporting functions like Quality and Coordinators.

Ensure seamless integration of outbound and inbound campaigns with existing and new systems.

Install, configure, troubleshoot, and maintain Dialer systems to support business goals.

Campaign and Operational Oversight

Monitor and analyse lead penetration rates, creating strategies to maximize engagement and outcomes.

Optimize dialling modes (predictive, preview, manual) for efficiency and compliance with regulatory standards.

Collaborate with operational and IT teams to enhance system performance and resolve issues.

Vendor and Stakeholder Management

Manage relationships with Dialer vendors and technology providers to ensure optimal service delivery.

Act as a liaison between internal stakeholders and external partners to address operational requirements.

Compliance and Regulatory Adherence

Ensure all dialling operations adhere to legal and regulatory requirements, maintaining data security and operational compliance.

Team Leadership and Development

Build and lead a high-performing team, fostering a culture of collaboration and continuous improvement.

Provide training and development opportunities to enhance team expertise in Dialer operations and related technologies.

Strategic Planning and Innovation

Identify and implement advanced dialling technologies and practices to drive innovation.

Develop and manage dialling strategies to support evolving business needs and market conditions.

Required Qualifications:

Bachelor s degree in Information Technology, Business Administration, or related field. Advanced certifications are a plus.

8+ years of experience in Dialer management, with at least 3 years in a leadership role.

Strong understanding of Dialer systems, CRM tools, and campaign management platforms.

Proven track record of managing large-scale campaigns and complex Dialer infrastructures.

Knowledge of regulatory standards such as TCPA, DNC, and GDPR.

Preferred Skills:

Analytical mind-set with the ability to interpret data and derive actionable insights.

Excellent leadership, communication, and stakeholder management skills.

Expertise in predictive, preview, and manual dialling strategies.