Dialer Manager

Summary

Join FairMoney, a leading mobile banking institution in emerging markets, as a Dialer Operations Manager. Oversee and optimize outbound and inbound dialing campaigns, ensuring compliance and peak performance. Analyze dialer metrics, collaborate with cross-functional teams, and mentor a team of specialists. Develop and present performance reports to stakeholders. This role requires strong leadership, data analysis, and problem-solving skills, along with experience in managing automated dialing systems in a high-volume call center. FairMoney offers a remote work opportunity (with CET timezone overlap), paid vacation, company business trips, and a training and development budget.

Requirements

• 5-7 years of experience in a dialer management role with a solid understanding of automated dialing systems in a high-volume call center environment
• Proven ability to manage, optimize, and analyze dialer campaigns across predictive, progressive, and preview dialing modes
• Strong leadership skills with experience in mentoring and managing teams
• Extensive proficiency in data analysis, campaign performance metrics, and reporting, utilizing tools such as SQL, Excel, and Tableau
• Exceptional problem-solving abilities, capable of troubleshooting dialer issues and implementing effective solutions promptly
• Excellent communication skills, with the capacity to articulate complex technical information in a simplified manner to diverse audiences
• Demonstrated adaptability in fast-paced environments with strong time management and multitasking capabilities

Responsibilities

• Oversee the dialer operations and strategy, ensuring the effective management of outbound and inbound dialing campaigns
• Implement and manage dialer systems, ensuring optimal performance and compliance with company policies and industry regulations
• Analyze dialer performance metrics to identify areas of improvement, drive decision making, and enhance campaign effectiveness
• Collaborate with various teams, including analytics, IT, and operations, to design, implement and optimize dialer campaigns that align with business objectives
• Lead and mentor a team of dialer specialists and administrators, fostering a collaborative and productive environment
• Act as the primary point of contact for all dialer-related inquiries, providing expert knowledge and resolving issues as they arise
• Develop and present reports on dialer performance and productivity to stakeholders, highlighting successes and areas for growth
• Stay updated with industry trends and emerging technologies, ensuring FairMoney remains at the forefront of dialer management practices

Preferred Qualifications

• Bachelor's degree in a related field is preferred; relevant experience may be accepted in lieu of a degree
• Familiarity with ETL tools and the ability to collaborate with IT and Analytics teams on dialer integration and optimization projects

Benefits

• 25 days paid vacation, Sick & Public Holidays to B2B contractors
• Remote (timezone must have significant overlap with CET)
• Training & Development budget
• Paid company business trips