Dialer Manager - Collections

Olyv; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Olyv is a leading fintech firm in Bengaluru, delivering instant digital credit and financial wellness solutions. We are seeking a Dialer Manager for Collections to optimize outbound strategies, drive recovery metrics, and ensure regulatory compliance across dialer platforms.

The role focuses on configuring dialer systems, managing campaigns, and analyzing data to improve contact rates and RPCs. Candidates should have strong SQL/Excel skills and prior collections tech experience.

Qualifications

• Bachelor’s degree in IT/CS or equivalent.
• 2–10+ years in dialer operations or collections tech.
• Experience with outbound campaigns and data reporting.

Responsibilities

• Configure and optimize dialer systems to manage pacing and logic.
• Set up and monitor daily outbound campaigns and routing strategies.
• Track metrics like Connect %, RPC %, Drop % and idle time.
• Generate daily MIS reports and identify performance trends.
• Ensure compliance with regulatory rules (DND, TCPA, time-band).
• Act as liaison for technical issues and vendor coordination.

Skills

Dialer operations

Campaign management

Data reporting

SQL/Advanced Excel

Regulatory compliance

Debt collection knowledge

Education

Bachelor’s degree in IT/CS

Tools

Genesys

C-Zentrix

Convox

SQL

Excel

Job description

About Olyv

Olyv is India's fastest-growing, fully automated next-generation fintech company focused on addressing the credit requirements of self-employed micro-entrepreneurs, micro-merchants, and middle and lower-income salaried individuals. In addition to lending solutions, our platform offers digital gold savings, credit health products, and other financial wellness solutions. Founded in 2017 and headquartered in Bengaluru, Olyv leverages AI and ML-powered technology to deliver instant, fully digital credit solutions at scale. With over 13 million users and a presence across 19,000+ pin codes, Olyv is committed to driving financial inclusion and empowering underserved communities.

Our Culture

At Olyv, we are passionate about solving complex customer problems through technology and innovation. We foster a culture of ownership, collaboration, and continuous learning, empowering teams to build world-class products that create meaningful impact. If you thrive in a fast-paced environment and are excited about transforming the FinTech ecosystem, Olyv is the place for you.

Dialer Manager

A Dialer Campaign Manager for Collections is responsible for optimizing outbound calling strategies to maximize debt recovery, ensuring high agent productivity, and maintaining compliance with regulatory standards (e.g., TCPA, DND). They manage the technical configuration of dialer systems (predictive/preview) and analyze data to improve contact rates and Right Party Contacts (RPC).

Key Responsibilities

• Dialer Operations & Strategy: Configure and optimize dialer technology (e.g., Alvaria, Noble, Genesys, Avaya, Ameyo) to manage pacing, dialer logic, answering machine detection, and batch activation.
• Campaign Management: Set up and monitor daily outbound calling campaigns, list uploads, data churning, and call routing strategies.
• Performance Optimization: Track and improve key metrics including Connect %, RPC %, Drop %, Idle Time, and Agent Efficiency.
• Data Management & Reporting: Generate and analyze daily MIS reports to identify performance trends, data anomalies, and opportunities for improvement.
• Compliance Adherence: Ensure all dialer activities follow regulatory compliance rules, such as DND (Do Not Disturb) and Time-band rules.
• Troubleshooting & Support: Act as the primary contact for technical issues (call flow breaks, API failures) and collaborate with IT or vendor partners for quick resolutions.

Required Skills And Qualifications

• Experience: 2–10+ years of experience in core dialer operations, outbound campaign management, or collections technology.
• Technical Knowledge: Proficiency in dialer systems (e.g., Genesys, C-Zentrix, Convox) and SQL/Advanced Excel for data reporting.
• Collections Knowledge: Strong understanding of the loan collection lifecycle and debt recovery processes.
• Analytical Skills: Ability to analyze large datasets to optimize campaign performance and agent scheduling.
• Education: Bachelor’s degree in a relevant field (e.g., IT, Computer Science).

Typical KPI Focus

• RPC%: Right Party Contact Rate
• Connect %: Call connection rate
• Drop %: Dropped call rate
• Agent Utilization: Minimizing idle time.

Commonly Used Systems

• Genesys/Avaya
• Aspect/Alvaria
• Ameyo/C-Zentrix
• SQL / Microsoft Excel