Dialer Specialist

MCI; Philippines; On-site; PHP 40,000 - 60,000; Full time

Benefits offered by this job

HMO coverage

Dental coverage

Performance bonuses

Employee shuttle services

Job summary

MCI is seeking a Dialer Specialist in Angeles City, PH. In this role, you will manage and optimize automated dialing systems, ensuring high productivity through effective configuration and monitoring. Responsibilities include troubleshooting technical issues and collaborating with operational teams.

The ideal candidate has at least 3 years of experience, strong technical skills, and a solid understanding of data principles.

Qualifications

• At least 3 years of experience as a Dialer Specialist.
• Comfort working with Microsoft Office tools, especially Excel.
• Basic understanding of data principles; experience with Microsoft SQL Server.

Responsibilities

• Configure and optimize dialer settings for agent productivity.
• Monitor dialer performance metrics and make adjustments.
• Manage and maintain calling lists ensuring data accuracy.

Skills

Technical training or combination of training and experience

Experience as a Dialer Specialist (at least 3 years)

Comfort with Microsoft Office tools (Excel, Word, Outlook)

Basic understanding of data principles; experience with Microsoft SQL Server

Effective communication and interpersonal skills

Ability to manage multiple projects simultaneously

Job description

LOCATION

Angeles City, PH

POSITION OVERVIEW

MCI is a leading tech‑enabled business services company. We deliver CX, BPO, and XaaS across multiple industries. As a Dialer Specialist, you will manage and optimize automated dialing systems, configuring, monitoring, and troubleshooting dialer software, and collaborating with operations, analytics, and compliance teams to maximize productivity.

To apply, complete a full application on our career page, including screening questions and a brief pre‑employment test.

POSITION RESPONSIBILITIES

• Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies to maximize agent productivity and campaign performance.
• Monitor dialer performance metrics such as dialing penetration, connect rates, and abandon rates, and make adjustments as needed.
• Coordinate with campaign managers, supervisors, and team leaders to set up and launch outbound campaigns based on requirements.
• Manage and maintain calling lists and databases, ensuring data accuracy, integrity, and compliance with regulatory requirements.
• Segment calling lists by campaign criteria, target demographics, and performance metrics to optimize contact rates.
• Ensure compliance with TCPA, DNC, and other relevant regulations.
• Perform routine maintenance tasks, software updates, and system upgrades.
• Troubleshoot technical issues and collaborate with IT support.
• Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness.
• Provide insights and recommendations to management based on data analysis to optimize operations.

CANDIDATE QUALIFICATIONS

• Technical training or combination of training and experience.
• At least 3 years as a Dialer Specialist.
• Comfort working with Microsoft Office tools, especially Excel, Word, and Outlook.
• Basic understanding of data principles; experience with Microsoft SQL Server.
• Ability to manage multiple projects simultaneously requiring detailed analysis, problem solving, time management, and judgment.
• Effective communication and interpersonal skills, collaborating with cross‑functional teams.
• Ability to work in fast‑paced environments, prioritize tasks, and adapt to changing needs.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

COMPENSATION & BENEFITS

Starting compensation is based on experience. We offer competitive benefits, including HMO coverage, dental coverage, and performance bonuses. Additional benefits include employee shuttle services, opportunities for growth, training, and career development.

PHYSICAL REQUIREMENTS

The role is primarily sedentary in a professional office environment. Responsibilities include using a computer and telephone headset, occasional furniture handling up to 40 pounds, and movement around the office.

REASONABLE ACCOMMODATION

Consistent with the ADA, MCI provides reasonable accommodations for qualified applicants and employees with disabilities, unless it causes undue hardship.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and maintain a work environment free from discrimination. Employment decisions are based solely on merit and qualifications. MCI does not discriminate on the basis of age, ancestry, color, familial or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.