Dialer Campaign Manager - Collections

About the Role

We are seeking a Dialer Campaign Manager specializing in Collections to lead outbound calling strategies aimed at maximizing debt recovery. This role involves ensuring that agent productivity is optimized while strictly adhering to regulatory requirements such as TCPA and DND. The manager will oversee the setup and fine-tuning of dialer systems and leverage data analysis to improve key performance metrics related to contact rates and efficiency.

Core Responsibilities

• Configure and manage dialer technologies including Alvaria, Noble, Genesys, Avaya, and Ameyo to optimize dialing pace, logic, answering machine detection, and activation batches.
• Manage daily outbound calling campaigns, handle list uploads, data refresh processes, and devise call routing strategies to enhance campaign effectiveness.
• Monitor and enhance critical performance indicators such as connection percentage, Right Party Contact (RPC) rate, drop percentage, idle time, and overall agent efficiency.
• Produce and evaluate daily management information system (MIS) reports to uncover trends, detect anomalies, and identify areas for operational improvement.
• Guarantee compliance with relevant regulations and guidelines including Do Not Disturb (DND) protocols and prescribed calling time windows.
• Serve as the primary point of contact for troubleshooting technical issues like call flow disruptions and API malfunctions, collaborating closely with IT and vendor teams to ensure rapid resolution.

Required Qualifications and Skills

• 2 to 10+ years of demonstrated experience in dialer system operations, outbound campaign management, or collections technology.
• Technical expertise using dialer platforms such as Genesys, C-Zentrix, and Convox along with proficiency in SQL and advanced Excel for robust data reporting.
• Comprehensive understanding of loan collection processes and debt recovery lifecycle.
• Strong analytical aptitude to interpret extensive datasets aimed at optimizing campaign results and agent scheduling.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

Key Performance Indicators (KPIs)

• Right Party Contact Rate (RPC%)
• Call Connection Percentage (Connect%)
• Call Drop Percentage (Drop%)
• Agent Utilization focusing on minimizing idle time

Systems Commonly Utilized

• Genesys and Avaya dialer platforms
• Aspect/Alvaria
• Ameyo and C-Zentrix
• SQL and Microsoft Excel for data analytics