Specialist-Dialler

Job description

• A Specialist Dialer is responsible for operation and maintenance of a Phone Banking dialer system, ensuring  its optimal performance by managing dialing strategies, campaign configurations, data uploads, and  performance monitoring to maximize contact center efficiency and productivity. • Adherence to compliance regulations; essentially, they are the key figure in optimizing outbound calling     campaigns through effective dialer system administration. • Configure and maintain end-to-end functionality of dialer systems. • Implement dialing strategies—including predictive, power, preview, and progressive modes—to penetrate calling lists efficiently. • Oversee database uploads, manage lead list filters, and perform "re-churn" (retry) logic based on connectivity performance • Analyze and adjust pacing ratios to minimize agent idle time and reduce call drop-offs. • Manage telecom infrastructure (GSM, PRI, SIP lines) and recommend switching strategies to improve connectivity rates. • Generate real-time and periodic reports on key metrics such as contact rates, hit rates, and recovery outcomes. • Ensure all outbound campaigns adhere to local and national regulations Do Not Call (DNC) registries.