Objective The Dialer Manager is responsible for managing and optimizing outbound and blended dialing systems to maximize agent productivity, campaign effectiveness, customer contact rates, and operational efficiency. The role involves planning, configuring, monitoring and analyzing the dialer performance while ensuring compliance with regulatory requirements and business objectives.

Key Responsibilties

- Manage and optimize predictive, progressive, preview and auto-dialer campaigns to maximize agent productivity and customer contact rates.

- Configure dialer settings, pacing ratios, call blending and dialing strategies based on business requirements.

- Monitor real-time dialer performance and make necessary adjustments to achieve campaign goals.

- Create, schedule, and manage outbound calling campaigns and lead allocation.

- Analyze campaign performance metrics such as Contact Rate, RPC (Right Party Contact), Conversion Rate, Penetration Rate and Agent Occupancy.

- Collaborate with Operations and IT team to ensure effective campaign execution.

- Ensure optimal utilization of agent resources and maintain productivity targets.

- Generate and present daily, weekly and monthly dialer performance reports to leadership.





- Identify opportunities to improve dialing efficiency, customer reach rates and overall campaign performance.

- Manage lead management strategies, calling windows and retry logic to maximize contacts.

- Maintain dialer system health, troubleshoot issues, and coordinate with vendors or IT teams for resolution.

- Ensure compliance with regulatory requirements, Do-Not-Call (DNC) policies and internal governance standards.

- Support data uploads, segmentation, list management and campaign testing activities.

- Drive continuous process improvements through data analysis and automation initiatives.

- Lead and mentor dialer analysts or support staff while ensuring adherence to operational objective

Need to Have Areas

- 5-10 years of experience in Dialer Management.

- Experience with dialer platforms such as Genesys, NICE CXone, Five9, Avaya, Aspect, Cisco or equivalent.

- Expertise in dialer strategy optimization, pacing, penetration, and agent occupancy management.

- Solid analytical and data interpretation skills.

- Working knowledge of SQL/MIS reporting tools preferred.

📌 Manager - Dialer Management (Gurugram)
🏢 home credit
📍 Gurugram