Opening for Call Center Dialer Technical Lead with a reputed MarTech company in Mumbai
Opening for Call Center Dialer Technical Lead with a reputed MarTech company in Mumbai
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Call Center Dialer Technical Lead Job Description
Job Overview :
The Call Center Dialer Technical Lead will be responsible for managing and optimizing the companys dialer systems to enhance call center efficiency and performance. This role involves configuring maintaining and troubleshooting dialer systems integrating them with CRM and telephony solutions and ensuring compliance with industry regulations. The individual will collaborate with IT operations and leadership teams to implement best practices and improve both outbound and inbound call performance.
Key Responsibilities:
Dialer System Management & Optimization :
- Oversee the administration configuration and maintenance of dialer systems to ensure optimal performance.
- Implement monitor and optimize dialing strategies to maximize efficiency and agent productivity.
- Manage dialer rules call pacing and campaign settings to improve answer rates and minimize call abandonment.
- Ensure dialer uptime through regular performance monitoring and system health checks.
Technical Support & Troubleshooting :
- Diagnose and resolve dialerrelated technical issues in collaboration with IT and vendor support teams.
- Monitor call quality latency connectivity and system logs to detect and address performance issues.
- Provide technical guidance to call center agents and managers on dialer functionalities.
- Develop and document troubleshooting procedures and best practices.
Data & Reporting :
- Analyze dialer performance metrics and generate reports to assess campaign effectiveness.
- Work with business intelligence teams to integrate dialer data with reporting dashboards.
- Ensure accurate and realtime data synchronization between the dialer CRM and other business applications.
Compliance & Security :
- Ensure dialer operations comply with industry regulations such as TCPA DNC lists DPDPA GDPR and other telemarketing laws.
- Well versed with ISMS requirements
- Implement and enforce call recording policies customer consent management and fraud prevention measures.
- Manage access controls and security settings within dialer platforms.
IT N/work related knowledge :
Well versed with IT Network troubleshooting skills knowledge on Firewalls/ switches Network/ TCPIP protocols clientserver architecture concepts N/w topologies OSI layers etc
Integration & Process Improvement :
- Lead dialer system integrations with CRM IVR and Asterisk based telephony systems.
- Collaborate with stakeholders to develop automation solutions that enhance call center productivity.
- Research and implement new technologies to improve dialing efficiency and customer experience.
Qualifications & Requirements :
- Experience in managing dialer technologies in a highvolume mulilocation call center environment.
- Handson experience with dialer platforms and a strong knowledge of telephony protocols cloudbased contact center solutions and CRM integration.
- Experience with scripting SQL queries and API integrations is a plus.
- Familiarity with call center regulatory compliance.
- Excellent problemsolving analytical and project management skills.
Preferred Skills :
- Experience with workforce management tools and call routing strategies.
- Knowledge of automation AIdriven dialing and analytics tools.
- Ability to work crossfunctionally with IT compliance and operations teams
Employment Type
Full Time
