Dialer Administrator
BGC - Taguig, Philippines
Full Time
Mid Level
Job Summary
The Dialer Administrator is responsible for configuring, managing, and optimizing the
outbound dialing systems used in call center operations. This role ensures effective
campaign execution, compliance with dialing regulations, and supports the overall
productivity of outbound teams.
Key Responsibilities
Dialer Management & Campaign Setup
- Configure, monitor, and maintain outbound dialing systems (e.g., Predictive, Progressive, Preview modes)
- Set up, schedule, and manage dialing campaigns based on program requirements
- Monitor campaign performance and make real-time adjustments to maximize productivity
- Implement and optimize call routing, pacing, and retry strategies Compliance & Risk Management
- Ensure adherence to compliance standards (e.g., TCPA, DNC, local dialing laws)
- Maintain audit trails and logs for regulatory reviews
- Partner with legal or compliance teams to review dialing policies Collaboration & Support
- Work closely with Operations, Workforce Management (WFM), and IT to align dialing strategy with staffing and business goals
- Serve as the primary technical resource for outbound campaign troubleshooting
- Assist QA and training teams in improving contact strategies Reporting & Analytics
- Generate daily/weekly/monthly dialer performance reports
- Track KPIs such as contact rates, connect rates, drop rates, agent occupancy
- Provide insights and recommendations for dialer performance improvement
Testing & Maintenance
- Conduct system testing, campaign simulations, and contact strategy experiments
- Coordinate with vendors or internal IT for system upgrades and issue resolution
- Ensure dialer platform health and redundancy planning
Required Qualifications
- Bachelor’s degree in IT, Business, Communications, or related field (preferred)
- 2–4 years of experience in a call center environment
- 1–2 years of hands-on experience administering dialers (Five9, Genesys, Noble, Aspect, VICIdial, etc.)
- Strong understanding of dialer systems and compliance (TCPA, DNC, etc.)
- Familiarity with SQL or report-building tools
- Basic knowledge of telecom infrastructure, VoIP, and CRM integrations
Preferred Skills & Competencies
- Analytical and detail-oriented mindset
- Strong problem-solving and troubleshooting skills
- Effective communicator and team collaborator
- Experience with omnichannel platforms (voice, SMS, chat, email)
- Ability to thrive in a high-volume, time-sensitive environment
- Familiarity with workforce scheduling and real-time adherence is a plus
The Dialer Administrator is responsible for configuring, managing, and optimizing the
outbound dialing systems used in call center operations. This role ensures effective
campaign execution, compliance with dialing regulations, and supports the overall
productivity of outbound teams.
Key Responsibilities
Dialer Management & Campaign Setup
- Configure, monitor, and maintain outbound dialing systems (e.g., Predictive, Progressive, Preview modes)
- Set up, schedule, and manage dialing campaigns based on program requirements
- Monitor campaign performance and make real-time adjustments to maximize productivity
- Implement and optimize call routing, pacing, and retry strategies Compliance & Risk Management
- Ensure adherence to compliance standards (e.g., TCPA, DNC, local dialing laws)
- Maintain audit trails and logs for regulatory reviews
- Partner with legal or compliance teams to review dialing policies Collaboration & Support
- Work closely with Operations, Workforce Management (WFM), and IT to align dialing strategy with staffing and business goals
- Serve as the primary technical resource for outbound campaign troubleshooting
- Assist QA and training teams in improving contact strategies Reporting & Analytics
- Generate daily/weekly/monthly dialer performance reports
- Track KPIs such as contact rates, connect rates, drop rates, agent occupancy
- Provide insights and recommendations for dialer performance improvement
Testing & Maintenance
- Conduct system testing, campaign simulations, and contact strategy experiments
- Coordinate with vendors or internal IT for system upgrades and issue resolution
- Ensure dialer platform health and redundancy planning
Required Qualifications
- Bachelor’s degree in IT, Business, Communications, or related field (preferred)
- 2–4 years of experience in a call center environment
- 1–2 years of hands-on experience administering dialers (Five9, Genesys, Noble, Aspect, VICIdial, etc.)
- Strong understanding of dialer systems and compliance (TCPA, DNC, etc.)
- Familiarity with SQL or report-building tools
- Basic knowledge of telecom infrastructure, VoIP, and CRM integrations
Preferred Skills & Competencies
- Analytical and detail-oriented mindset
- Strong problem-solving and troubleshooting skills
- Effective communicator and team collaborator
- Experience with omnichannel platforms (voice, SMS, chat, email)
- Ability to thrive in a high-volume, time-sensitive environment
- Familiarity with workforce scheduling and real-time adherence is a plus
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