Dialer Manager
Confidential
Posted: March 3, 2026
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Quick Summary
Dialer Manager is responsible for managing outbound dialing systems, ensuring maximum agent productivity and campaign performance through strategy, configuration, and real-time adjustments.
Required Skills
Job Description
Role Purpose
The Dialer Manager is responsible for the strategy, configuration, and performance management of the outbound dialing systems used within the call centre. This role ensures maximum agent productivity, optimal contact rates, and efficient campaign performance by managing dialer operations, data loading, list segmentation, and real-time adjustments.
The Dialer Manager works closely with Sales, Retentions, Operations, IT, and Data teams to ensure dialing campaigns run smoothly and consistently achieve business targets.
Core Responsibilities
Dialer Strategy & Campaign Management
Configure and manage outbound dialer campaigns to maximize contact and conversion rates.
Determine dialing modes (predictive, progressive, preview) based on campaign objectives.
Optimize dialer pacing to maintain the correct balance between agent occupancy and customer experience.
Real-Time Dialer Monitoring
Monitor dialer performance throughout the day and adjust settings based on agent availability, call volumes, and campaign performance.
Identify and resolve dialer issues quickly to avoid agent downtime.
Data & List Management
Upload, segment, and manage lead lists within the dialer system.
Ensure accurate data distribution across teams and campaigns.
Manage recycling rules, callbacks, and lead prioritization.
Performance Optimization
Analyze key dialer metrics such as contact rates, connection rates, abandon rates, and agent occupancy.
Continuously refine dialing strategies to improve efficiency and campaign results.
Reporting & Analytics
Produce daily and weekly dialer performance reports for senior management.
Identify trends in campaign performance and recommend improvements.
Compliance Management
Ensure dialing practices comply with local regulations and company policies.
Monitor abandon rates and dialing thresholds to remain within legal limits.
Collaboration with Operations
Work closely with Team Leaders, Sales Managers, and Workforce Management to align dialer strategy with staffing levels and campaign priorities.
Required Skills & Experience
Previous experience managing outbound dialer systems in a call centre environment.
Strong understanding of predictive, progressive, and preview dialing strategies.
Experience with dialer platforms such as Vicidial, Genesys, Five9, NICE, Avaya, or similar systems.
Strong data analysis and reporting skills.
High proficiency in Excel or similar reporting tools.
Ability to work in a fast-paced, performance-driven environment.
Key Competencies
Analytical and data-driven decision making
Strong problem-solving ability
High attention to detail
Ability to work under pressure and manage multiple campaigns simultaneously
Strong communication and stakeholder management
Key Metrics (KPIs)
Contact rate
Connection rate
Agent occupancy
Abandon rate
Lead utilization and recycling efficiency
Campaign conversion performance