Manager of Dialer Controls & Operations

Theoris; Newark (DE); Hybrid; USD 130,000 - 170,000; Full time

Job summary

Theoris is seeking a Manager of Dialer Controls & Operations in a hybrid Newark or New Castle, Delaware location. You will lead a team of dialer administrators, establish clear procedures, assign ownership, and validate daily work while overseeing campaign setup, monitoring results, and data-driven improvements to dialer efficiency and compliance.

This role focuses on transitioning from LiveVox to AWS and optimizing contact strategies.

Qualifications

• Lead and supervise dialer controls and operations teams.
• Develop procedures and job aids to standardize work and ownership.
• Use data analysis to monitor campaigns and improve performance.

Responsibilities

• Oversee campaign setup, dialing strategies, and capacity management.
• Validate campaigns before launches and ensure compliance controls.
• Monitor campaign results and perform root-cause analysis for continuous improvement.

Skills

Team leadership

Analytics

Operational oversight

Dialer administration

Campaign setup

Data-driven

Tools

LiveVox

AWS Amazon Connect

Job description

Job Title: Manager, Dialer Controls & Operations

Location: New Castle or Newark Delaware

Job Overview:

Theoris Services is assisting our client in their search for a Manager of Dialer Controls and Operations to work in a hybrid position located in Newark or New Castle Delaware. This individual will provide Team leadership & technical oversight with the ability to develop dialer administrators, establish clear procedures/job aids, assign ownership, and independently validate the team's daily work. They will monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance.

Requirements:

• Local to Newark or New Castle, DE Willing to work onsite in a hybrid capacity (Tuesday-Thursday)
• Must be a US Citizen or Green card holder eligible to work on W2 no corp to corp.
• LiveVox & AWS/Amazon Connect experience with hands-on knowledge of dialer administration, campaign setup, outbound dialing, SMS/HCI/MO strategies, configuration, troubleshooting, and migration from LiveVox into AWS.
• Strong analytics & performance management to monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance
• Strong controls & validation ownership to ensure campaigns are built correctly, required controls are followed, launches are validated, results are reconciled, and errors are identified before they create operational or compliance risk.
• Dialer strategy & optimization expertise to develop the overall contact strategy, including campaign sequencing, dialing approach, segmentation, timing, capacity, and channel utilization.
• Team leadership & technical oversight with the ability to develop dialer administrators, establish clear procedures/job aids, assign ownership, and independently validate the team's daily work.
• Strong analytics & performance management to monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance.

MUST HAVES:

AWS Amazon Connect Experience:

• Hands-on experience with AWS Amazon Connect
• Experience supporting or leading contact center platform implementations, migrations or operations
• Ability to help guide transition from LiveVox to AWS
• Deep understanding of dialer operations within a call center environment
• Experience overseeing campaign setup, launch, monitoring, troubleshooting, and performance management
• Understanding of outbound dialing, SMS, segmentation, campaign sequencing and capacity management
• Proven ability to establish and strengthen operational controls
• Experience validating campaign builds before launch
• Ability to reconcile results, identify errors, and proactively mitigate operational and compliance risks
• Strong focus on accountability, visibility and quality assurance

Team Management & Technical Leadership

• Experience leading and developing technical staff
• Capable of creating procedures, documentation, job aids and operational standards

Analytics & Operational Oversight

• Experience monitoring campaign performance and operational metrics
• Ability to identify trends, perform root-cause analysis, and drive continuous improvement
• Proactive issue identification rather than waiting for escalation from other teams