Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.

Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.

With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Campaign Strategy & Performance Management

- Manage end-to-end dialer operations across multiple client campaigns.
- Design, implement, and continuously optimise dialer strategies to maximise operational results.
- Configure and manage predictive, progressive, preview, and blended dialer campaigns.
- Monitor campaign performance in real time and make immediate adjustments to improve outcomes.
- Analyse campaign results and implement strategies to improve:
- Contact rates
- Conversion rates
- Right party contact rates
- Agent occupancy
- Productivity
- Revenue or sales outcomes
- Ensure campaigns achieve all client-defined KPIs and service levels.

Lead Management & Optimisation

- Own the lead management lifecycle from ingestion through final disposition.
- Develop lead segmentation, prioritisation, and targeting strategies.
- Ensure optimal lead utilisation and minimise lead wastage.
- Monitor lead penetration rates, ageing, recycling, and callback effectiveness.





Create and manage contact strategies that maximise conversion while maintaining compliance requirements.
- Work closely with client and operations teams to align lead allocation with business objectives.
- Continuously review lead quality and provide recommendations to improve campaign performance.

SLA & Client Performance Management

- Ensure all campaigns consistently meet contractual client SLAs and operational commitments.
- Monitor daily, weekly, and monthly KPI achievement.
- Identify risks that could impact service levels and take proactive corrective actions.
- Present campaign performance, insights, trends, and improvement plans during client reviews.
- Act as a point of escalation for campaign performance issues.

Data Analytics & Reporting

- Develop dashboards and reports that provide actionable insights to stakeholders.
- Analyse key metrics including:
- Call attempts
- Connect rates
- Conversion rates
- Lead utilisation
- Agent productivity
- Occupancy
- Abandonment rates
- Campaign profitability
- Identify performance trends and opportunities for optimisation.
- Deliver regular performance reviews with recommendations for continuous improvement.

Dialer Administration & Configuration
- Configure campaign parameters, pacing, schedules, retry logic, and calling windows.
- Maintain campaign rules, contact strategies, and dialing priorities.
- Ensure accurate implementation of client requirements and business rules.




- Monitor dialer availability and coordinate with IT teams to resolve issues.
- Partner with Telecom, Workforce Management, and Reporting teams to improve campaign efficiency.

Compliance & Governance

- Ensure compliance with all applicable regulatory and client requirements.
- Monitor adherence to internal dialing standards and operational controls.
- Ensure Do Not Call (DNC) management processes are followed.
- Conduct regular audits of campaign settings, lead management practices, and reporting accuracy.

Experience Required Skills & Experience

- 5+ years of experience in outbound contact centre operations, dialer management, or campaign strategy.
- 3+ years managing large-scale outbound campaigns.
- Experience supporting multiple clients and business verticals.
- Proven track record of improving operational performance through dialer optimisation.

Technical Skills

- Robust experience with dialer platforms such as:
- Acqueon
- Five9
- Bright Pattern
- NICE CXone
- Genesys
- Cisco Outbound Dialer
- Advanced Microsoft Excel skills.
- Strong reporting and analytics capability.
- Working knowledge of SQL and data analysis tools preferred.
- Experience with CRM platforms such as Salesforce, Zendesk, Oracle, or Microsoft Dynamics

preferred.

Core Competencies

- Campaign optimisation
- Lead management strategy
- Data analysis and interpretation
- Client relationship management
- SLA management
- Workforce planning awareness
- Problem solving and decision making
- Stakeholder management
- Process improvement
- Strong verbal and written communication

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

📌 Manager - IT Dialer (India)
🏢 Everise
📍 India