Manager - IT Dialer

Everise

India

On-site

INR 1,800,000 - 2,400,000

Full time

6 days ago

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Benefits offered by this job

Work from home program

Job summary

Everise is seeking a Campaign Strategy & Performance Manager to lead end-to-end dialer operations and optimize campaign outcomes across multiple clients. You will design dialer strategies, configure various dialer modes, and monitor performance in real time to ensure KPIs and SLAs are met.

Key focus areas include lead management, SLA adherence, data analytics, and reporting. Collaboration with cross-functional teams will be essential to sustain operational excellence and client satisfaction.

Qualifications

5+ years in outbound contact centre operations, dialer management, or campaign strategy.
3+ years managing large-scale outbound campaigns.
Experience supporting multiple clients and business verticals.
Proven track record of improving operational performance through dialer optimisation.

Responsibilities

Manage end-to-end dialer operations across multiple client campaigns.
Design, implement, and optimise dialer strategies to maximise results.
Configure predictive, progressive, preview, and blended dialer campaigns.
Monitor campaign performance in real time and adjust to improve outcomes.
Analyse campaign results and drive improvements in contact, conversion, and occupancy metrics.
Ensure campaigns meet client KPIs and SLAs.

Skills

Dialer optimization

Campaign strategy

Data analysis

SQL familiarity

Advanced Excel

Stakeholder management

KPI tracking

CRM systems knowledge

Communication

Compliance awareness

Tools

Acqueon

Five9

Bright Pattern

NICE CXone

Genesys

Cisco Outbound Dialer

Salesforce

Zendesk

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Campaign Strategy & Performance Management

Manage end-to-end dialer operations across multiple client campaigns.
Design, implement, and continuously optimise dialer strategies to maximise operational results.
Configure and manage predictive, progressive, preview, and blended dialer campaigns.
Monitor campaign performance in real time and make immediate adjustments to improve outcomes.
Analyse campaign results and implement strategies to improve:
Contact rates
Conversion rates
Right party contact rates
Agent occupancy
Productivity
Revenue or sales outcomes
Ensure campaigns achieve all client-defined KPIs and service levels.

Lead Management & Optimisation

Own the lead management lifecycle from ingestion through final disposition.
Develop lead segmentation, prioritisation, and targeting strategies.
Ensure optimal lead utilisation and minimise lead wastage.
Monitor lead penetration rates, ageing, recycling, and callback effectiveness.

Create and manage contact strategies that maximise conversion while maintaining compliance requirements.

SLA & Client Performance Management

Ensure all campaigns consistently meet contractual client SLAs and operational commitments.
Monitor daily, weekly, and monthly KPI achievement.
Identify risks that could impact service levels and take proactive corrective actions.
Present campaign performance, insights, trends, and improvement plans during client reviews.
Act as a point of escalation for campaign performance issues.

Data Analytics & Reporting

Develop dashboards and reports that provide actionable insights to stakeholders.
Analyse key metrics including:
Call attempts
Connect rates
Conversion rates
Lead utilisation
Agent productivity
Occupancy
Abandonment rates
Campaign profitability
Identify performance trends and opportunities for optimisation.
Deliver regular performance reviews with recommendations for continuous improvement.

Dialer Administration & Configuration

Configure campaign parameters, pacing, schedules, retry logic, and calling windows.
Maintain campaign rules, contact strategies, and dialing priorities.
Ensure accurate implementation of client requirements and business rules.
Monitor dialer availability and coordinate with IT teams to resolve issues.
Partner with Telecom, Workforce Management, and Reporting teams to improve campaign efficiency.

Compliance & Governance

Ensure compliance with all applicable regulatory and client requirements.
Monitor adherence to internal dialing standards and operational controls.
Ensure Do Not Call (DNC) management processes are followed.
Conduct regular audits of campaign settings, lead management practices, and reporting accuracy.

Experience

Required Skills & Experience

5+ years of experience in outbound contact centre operations, dialer management, or campaign strategy.
3+ years managing large-scale outbound campaigns.
Experience supporting multiple clients and business verticals.
Proven track record of improving operational performance through dialer optimisation.

Technical Skills

Strong experience with dialer platforms such as:
Acqueon
Five9
Bright Pattern
NICE CXone
Genesys
Cisco Outbound Dialer
Advanced Microsoft Excel skills.
Strong reporting and analytics capability.
Working knowledge of SQL and data analysis tools preferred.
Experience with CRM platforms such as Salesforce, Zendesk, Oracle, or Microsoft Dynamics