Job Title - AM Dialler & Contact Centre Optimization.

Position Overview

We are looking for a Dialler Expert to manage and optimize the call centre dialler system for our Life Insurance operations. The role will be responsible for dialler configuration, campaign management, call-flow optimization, agent productivity, data management and real-time monitoring. The ideal candidate should have strong hands-on experience with outbound diallers, campaign management, call centre technology and MIS, with the ability to continuously improve connect rates, agent utilization and overall calling productivity.

1. Dialler Management & Configuration

- Manage day-to-day operations of the outbound dialler platform.
- Configure Predictive, Progressive, Preview and Manual Dialling campaigns as required.
- Create and manage campaigns, queues, dispositions, call priorities and dialing rules.
- Configure agent groups, calling lists, retry rules, call-back schedules and time-zone restrictions.
- Ensure optimal dialler settings based on campaign objectives and agent availability.
- Troubleshoot dialler-related issues and coordinate with technology/service providers for resolution.

2. Campaign Management

- Set up and manage calling campaigns for different Life Insurance customer segments, products and business objectives.
- Upload, validate and segment customer calling data.
- Maintain campaign-wise calling rules and ensure the right data reaches the right agent/team.
- Monitor campaign performance and make real-time adjustments to improve productivity.
- Manage lead recycling, callbacks, unreachable numbers and follow-up campaigns.

3. Productivity & Performance Optimization

- Monitor key dialler metrics such as Contact / Connect Rate, Right Party Contact, Average Talk Time, Average Handling Time, Agent Occupancy, Calls per Agent, Abandonment Rate, Wrap-up Time and Conversion Rate.
- Identify productivity gaps and recommend changes to dialing parameters.
- Optimize agent utilization and minimize idle time.
- Conduct campaign-level analysis to improve contactability and conversion.

4. Real-Time Monitoring

- Monitor live calling activity and agent availability.
- Track campaign performance against daily targets.




- Identify unusual patterns such as low connect rates, excessive idle time, high abandonment or technical issues.
- Provide real-time inputs to Operations / Call Centre Managers for corrective action.

5. Data & MIS

- Prepare daily, weekly and monthly dialler performance reports.
- Maintain campaign-wise and agent-wise productivity dashboards.
- Analyse calling data to identify the best-performing customer segments, time slots and campaigns.
- Reconcile dialler data with CRM and business MIS.
- Ensure accurate capture of call dispositions and campaign outcomes.

6. CRM & Technology Integration

- Coordinate with CRM, IT and telephony teams for integration and data flow issues.
- Ensure seamless movement of leads between CRM, dialler and other calling platforms.
- Support API/data integration requirements between the dialler and CRM.
- Participate in testing and implementation of new dialler features and technology upgrades.

7. Compliance & Data Security

- Ensure calling campaigns comply with applicable telecom, DND/consent and data-privacy requirements.
- Implement appropriate calling restrictions and suppression lists.
- Ensure customer data is handled securely and only used for authorized campaigns.
- Maintain proper audit trails for campaign configuration and data uploads.
- Work closely with Compliance and Operations teams to address regulatory requirements applicable to insurance calling.

8. Continuous Improvement

- Identify opportunities to improve dialler efficiency and call centre economics.
- Conduct A/B testing of dialing strategies, calling windows and customer segments.
- Recommend changes to improve contactability, agent productivity and conversion.
- Stay updated on developments in dialler technology, AI-enabled calling, speech analytics and contact-centre automation.

Key Performance Indicators (KPIs)

- Connect / Contact Rate




- Right Party Contact Rate
- Agent Occupancy
- Calls per Agent per Day
- Average Handling Time
- Abandonment Rate
- Lead Utilization %
- Callback Completion %
- Campaign Conversion Rate
- Data Utilization %
- Dialler Uptime / Issue Resolution Time
- Campaign ROI / Cost per Successful Contact

Required Skills & Experience

- 26 years of experience in dialler management within a call centre / contact centre environment.
- Experience managing outbound calling operations, preferably in Life Insurance, General Insurance, BFSI, lending or financial services.
- Hands-on experience with one or more dialler platforms such as Exotel, Ameyo, Genesys, Avaya, NICE, Cisco, Five9 or similar platforms.
- Strong understanding of predictive and progressive dialling.
- Positive knowledge of CRM–dialler integration and lead management.
- Strong Excel / MIS and data-analysis skills.
- Ability to interpret call-centre metrics and translate them into operational actions.
- Strong problem-solving and troubleshooting skills.
- Good understanding of customer data security and telecom compliance requirements.
- Ability to work in a fast-paced, target-driven call-centre workplace.

Preferred Qualifications

- Graduate in any discipline; technical / IT / analytics qualification would be an advantage.
- Prior experience in Life Insurance telesales, renewals, customer retention, lead generation or policy servicing is preferred.
- Experience with SQL, Power BI or other analytics tools will be an added advantage.

Key Competencies

- Dialler & Telephony Expertise
- Campaign Management
- Data Analytics
- Problem Solving
- Operational Excellence
- Real-Time Decision Making
- CRM & Technology Understanding
- Attention to Detail
- Stakeholder Management
- Process Improvement

Reporting Reports To: Call Centre Head / Head – Contact Centre / Operations Head

Role Objective To maximize the productivity and effectiveness of the call centre by ensuring optimal dialler configuration, efficient campaign management, high-quality customer data utilization and continuous improvement in contactability and agent performance.Role & responsibilities

Preferred candidate profile

📌 AM Dialler & Call Center Operations (Insurance) (Noida)
🏢 Fairvalue Insuretech
📍 Noida