Collections Strategy & Outbound Dialer Manager

Job description

**About Us** Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. **The Role** This is not a process-maintenance role. As **Manager, Collections Dialer Strategy & Operational Optimization** , you are the Collections Practice's go-to operating specialist — deployed where it matters most and when it matters most. **You Operate In Two Distinct Modes** **Launch Mode** You step into new collections program launches from day one — building the contact engine, establishing the operating model, setting KPI baselines, and standing up the pilot framework. You don't inherit structure. You create it. **Recovery Mode** You step into existing programs running yellow or red on KPIs. You diagnose the root cause, cut through the noise, and define a clear, executable path back to green. This is a runway role. The role serves as direct coach, and the right candidate grows under that mentorship into broader collections operational subject matter expertise — agent comp design, training and speed-to-competency, coaching cadence, QA methodology, and unit economics. Controlled recovery at scale is the moat — proven in operating data, not claimed. **Skills And Capabilities** - 5+ years in outbound contact center operations, dialer management, collections operations, revenue cycle, or high-volume regulated customer contact — with direct accountability for campaign performance and operating outcomes, including 3+ years hands-on managing dialer campaigns, outbound pacing, list strategy, contact attempts, and real-time performance. - Fluency with predictive, preview, progressive, manual, and blended dialing — including pacing, AMD, abandonment, retry logic, penetration, and caller ID strategy. - Strong understanding of outbound contact governance: TCPA-sensitive practices and equivalent local regulatory frameworks; consent, suppression, opt-outs, DNC, time-zone logic, contact frequency, and complaint risk. - Analytical discipline — can explain performance movement through data, root cause, and action, not instinct. - Track record partnering effectively across Operations, WFM, QA, Compliance, Analytics, Technology, and vendors — including the ability to translate operational data into clear executive recommendations. - Professional fluency in English — written and verbal. The role reports to a US-based Head of Collections Practice and requires English fluency for executive communication and global stakeholder collaboration. - Strong desire to grow in the collections operational and content space — this is a runway role with direct coaching from the Head of Collections Practice. The right candidate brings the dialer foundation and the appetite to build broader collections expertise over time. **What We Offer** - Competitive compensation package. - Excellent learning and development opportunities (AI, technology, evolving BPO landscape). - Growth opportunities within an expanding team. - Fully remote working available - This role can be based in any of these Foundever locations: (India, Philipines, LATAM)