Dialer Administrator (Tactician)

AFNI PHILIPPINES, INC.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

AFNI PHILIPPINES, INC. seeks a Dialer Tactician to ensure optimal performance of dialer platforms supporting multiple departments.

You will design, test, and implement dialer campaigns to maximize right-party contacts and increase net recoveries, while monitoring performance metrics and adjusting strategy with IT, Operations, and Compliance teams. The role requires 2–3 years in dialer operation and high-volume call center production, with strong MS Office skills and experience with dialer

Qualifications

• 2–3 years dialer operation experience preferred.
• 2–3 years production experience in a high-volume call center required.
• Strong computer skills including MS Office and familiarity with dialer software.

Responsibilities

• Ensures optimal execution of voice campaigns and related channels.
• Develops and maintains dialer reports for clients and internal stakeholders.
• Analyzes key performance indicators and adjusts dialer strategies accordingly.
• Partners with team members to maintain call flows and templates.
• Assists with installation and upgrade of dialer systems and infrastructure.

Skills

Dialer operation

High-volume call center

Collaboration

Outage response

MS Office

Dialer software knowledge

Education

High school diploma

Post-secondary education preferred

Tools

Dialer software

Job description

Position Purpose:

The Dialer Tactician ensures optimal performance of dialer platforms that support the First Party, Third Party, Financial Services, and Uninsured Motorist departments within the RM and Subrogation divisions. This role designs, tests and implements dialer campaigns to maximize right-party contacts and increase net recoveries. The Dialer Tactician monitors performance metrics, analyzes productivity trends, and recommends strategy adjustments to improve results. Working closely with IT, Operations, Workforce Management, and Compliance, the role helps develop and deploy efficient, effective, and compliant dialing strategies. The Dialer Tactician also collaborates with dialer vendors and the Afni Telephony team to design solutions that support operational and strategic objectives.

Essential Functions and Responsibilities:

• Ensures optimal execution of all voice, sms and email campaigns in alignment with departmental strategy, where applicable.

• Develops and maintains dialer reports for clients and internal stakeholders, conducting both regular and ad hoc analyses to support operational needs and performance improvement.

• Analyzes key performance indicators and adjusts dialer strategies to ensure optimal performance.

• Partners with team members to maintain call flows, message templates, agent team mapping and all supporting documentation.

• Assists with the installation of new systems and the upgrade of existing dialer software, hardware, and infrastructure.

Minimum Job Requirements:

• High school diploma required. Post-secondary education preferred.

• 2-3 years of prior dialer operation experience strongly preferred.

• 2-3 years production experience in a high-volume call center required.

• Ability to work collaboratively and adjust to shifting demands and priorities.

• Ability to respond to and address production impacting outages or issues outside of peak operating hours. Must support 6 day business week spanning 14 hours days Mon – Sat.

• Strong computer skills including MS Office required. Knowledge of dialer software strongly preferred.