Dialer Operations Lead | Campaign Performance & Coaching

Support Services Group; Mandaluyong; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Job summary

Support Services Group is seeking a Dialer Supervisor in the Philippines to oversee day-to-day dialer operations, support outbound campaigns, and ensure system performance. You will coach agents, monitor metrics, and ensure compliance with TCPA/DNC and internal policies.

The role focuses on optimizing dialing efficiency, configuring campaigns, and coordinating with IT and support teams to resolve issues, while driving operational excellence in a fast-paced contact center environment.

Qualifications

• 2–4 years of experience in dialer administration, workforce management, or contact center operations, with at least 1 year in a supervisory or lead role preferred.
• Working knowledge of predictive/progressive dialer systems, campaign management, SIP/SIM management, and Microsoft Excel.
• Familiarity with TCPA, DNC, and other contact center compliance standards is an advantage.

Responsibilities

• Monitor and oversee the daily operation of the dialer system to ensure smooth, efficient contact center performance.
• Configure and maintain outbound dialing campaigns, including call lists, dialing modes, schedules, and call rules.
• Monitor dialer performance metrics, agent productivity, and campaign effectiveness.
• Perform routine dialer administration, including data imports/exports, user management, and system configuration.
• Ensure dialing activities comply with applicable regulations, including TCPA, DNC, and internal policies.
• Train and coach agents and team leaders on dialer best practices, system usage, and compliance standards.
• Identify opportunities to improve dialer performance and campaign execution.
• Monitor and maintain SIP/SIM connectivity and coordinate with IT to resolve issues.

Skills

Dialer systems

Leadership

Workforce management

Microsoft Excel

Regulatory compliance (TCPA/DNC)

Tools

SIP/SIM management

Campaign management software

Job description

Support Services Group is seeking a Dialer Supervisor in the Philippines to oversee day-to-day dialer operations, support outbound campaigns, and ensure system performance. You will coach agents, monitor metrics, and ensure compliance with TCPA/DNC and internal policies.

The role focuses on optimizing dialing efficiency, configuring campaigns, and coordinating with IT and support teams to resolve issues, while driving operational excellence in a fast-paced contact center environment.