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 robust 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

📌 AM Dialler (Noida)
🏢 Fairvalue Insuretech
📍 Noida