Dialer Manager

IntouchCX; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

IntouchCX in Hyderabad is hiring a Dialer Manager to oversee enterprise Dialer, SMS, and IB routing intraday configuration and administration within the Collections Strategy & Performance Management Team. You will develop dashboards, report skills assessments, and align weekly and monthly strategy changes with IT, Audit, and CDO while supporting dialer-related projects.

The role emphasizes coaching, mentoring, and cross-divisional collaboration to ensure a seamless customer experience and

Qualifications

• Bachelor's degree in Business Administration, Economics, Finance or related field.
• 5+ years of Dialer Operations or Dialer Administration experience in Financial Services.
• Automotive Finance background is a plus.
• Experience supporting telephony and ALM platforms.
• Ability to analyze complex information and solve problems.
• Excellent listening and communication skills.
• Proficient in Microsoft Access, Excel, Word, and PowerPoint.

Responsibilities

• Develop and deploy performance dashboards and reporting for dialer operations.
• Support intraday configuration adjustments to align with collection strategy.
• Collaborate with Strategy, IT, Audit, and CDO to deliver tasks.
• Support projects involving dialer support across teams.
• Monitor daily strategy performance and propose KPI improvements.
• Review and optimize dialer settings to boost performance.
• Mentor team members and assist leadership with coaching.
• Work cross-divisionally to ensure a seamless customer experience.

Skills

Dialer Operations

Dialer Administration

Telephony Support

ALM platforms

Analytics & dashboards

Stakeholder communication

Education

Bachelor's degree in Business Administration, Economics, Finance

Tools

Microsoft Access

Excel

Word

PowerPoint

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer or posting from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.