Dialer Manager

IntouchCX; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX in Hyderabad is seeking a Dialer Manager to oversee intraday configuration and administration of enterprise Dialer, SMS, and IB routing within the Collections Strategy & Performance Management Team. You will help manage vendor placement strategies and interface with multiple departments to ensure smooth operations.

The role requires 5+ years in Dialer Operations, strong analytical abilities, and proficiency with telephony/ALM platforms.

Qualifications

• Bachelor's degree in Business Administration, Economics, Finance, or related field.
• 5+ years of experience in Dialer Operations or Dialer Administration.
• Experience supporting telephony and ALM platforms is preferred.
• Strong analytical and problem-solving abilities.
• Excellent listening and communication skills.

Responsibilities

• Develop and deploy performance monitoring dashboards and skills assessment reporting with Strategy Analytics Team and CDO.
• Support weekly/monthly adjustments to align with new collection strategy configuration.
• Collaborate with Strategy, IT, Audit, and CDO teams to deliver tasks.
• Support projects involving dialer support.
• Monitor daily strategy performance and suggest improvements to meet KPI goals.
• Review and update dialer settings to optimize performance.
• Mentor and develop team members as requested by leadership.
• Collaborate across divisions to ensure seamless customer experience.

Skills

Communication skills

Microsoft Access

Excel

Word

PowerPoint

Education

Bachelor's degree

Tools

Microsoft Access

Excel

Word

PowerPoint

Job description

About the Job

We’re searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy & Performance Management Team and supports the Collection and Recovery departments.

The Dialer Manager will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff.

As Dialer Manager, You Will…

• Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.
• Support weekly/monthly adjustments to align with new and changing collection strategy configuration.
• Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks.
• Support all projects that directly involve dialer support.
• Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics.
• Review and update dialer settings to optimize dialer performance.
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
• Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.
• Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs.

As Dialer Manager, You Need…

• Bachelor's degree in Business Administration, Accounting, Economics, Finance, or related experience.
• 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas.
• Automotive Finance industry background is a plus.
• Experience supporting telephony and ALM platforms preferred.
• The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Exceptional listening and communication skills to effectively convey written and verbal information.
• Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.