Dialer Analyst

TATA Consultancy Services (Philippines) Inc.; Taguig; Hybrid; PHP 480,000 - 600,000; Full time

Job summary

TATA Consultancy Services (Philippines) Inc. is seeking a Dialer Analyst to oversee outbound collections dialer system operations, dialing strategy execution, and campaign management to maximize contact rates and agent productivity while complying with internal and regulatory requirements.

You will monitor system health, troubleshoot issues, optimize dialing strategies, manage lead lists, and produce routine performance reports to support audits and compliance reviews.

Qualifications

• Ensure all outbound dialing activities comply with regulatory requirements and internal policies
• Maintain accurate documentation of dialer configurations and strategy changes
• Support audits and compliance reviews as required

Responsibilities

• Manage and maintain all outbound collections dialer campaigns
• Configure dialer settings, call pacing, routing rules, and campaign parameters
• Monitor dialer performance and system health throughout operating hours
• Troubleshoot dialer-related issues and coordinate with technology teams and vendors for resolution
• Design, implement, and continuously optimize outbound dialing strategies
• Determine appropriate call attempt strategies, lead prioritization, and contact schedules
• Upload, validate, and manage outbound calling lists
• Allocate leads across campaigns based on business priorities
• Track and report dialer performance metrics and analyze campaign effectiveness
• Produce daily, weekly, and monthly performance reports

Job description

About the role

The Dialer Analyst is responsible for the day-to-day management, administration, and optimization of the outbound collections dialer system. The role focuses exclusively on dialer operations, dialing strategy execution, campaign management, lead allocation, and performance monitoring to maximize customer contact rates, collections performance, and agent productivity while ensuring compliance with internal and regulatory requirements.

Key responsibilities

• Manage and maintain all outbound collections dialer campaigns
• Configure dialer settings, call pacing, routing rules, and campaign parameters
• Monitor dialer performance and system health throughout operating hours
• Troubleshoot dialer-related issues and coordinate with technology teams and vendors for resolution
• Design, implement, and continuously optimize outbound dialing strategies
• Determine appropriate call attempt strategies, lead prioritization, and contact schedules
• Upload, validate, and manage outbound calling lists
• Allocate leads across campaigns based on business priorities
• Track and report dialer performance metrics and analyze campaign effectiveness
• Produce daily, weekly, and monthly performance reports

About you

• Ensure all outbound dialing activities comply with regulatory requirements and internal policies
• Maintain accurate documentation of dialer configurations and strategy changes
• Support audits and compliance reviews as required