Job Title: Dialer Analyst - Outbound Collections
Department: Operations Support / Collections Enablement
Reports To: Collections Manager / Workforce Planning Manager
Job Summary
The Dialer Analyst is responsible for the day-to-day management, administration, and optimization of the outbound collections dialer system. The role focuses exclusively on dialer operations, dialing strategy execution, campaign management, lead allocation, and performance monitoring to maximize customer contact rates, collections performance, and agent productivity while ensuring compliance with internal and regulatory requirements.
Key Responsibilities
Dialer Administration
- Manage and maintain all outbound collections dialer campaigns.
- Configure dialer settings, call pacing, routing rules, and campaign parameters.
- Monitor dialer performance and system health throughout operating hours.
- Troubleshoot dialer-related issues and coordinate with technology teams and vendors for resolution.
- Ensure dialer availability and operational stability.
Dialing Strategy Management
- Design, implement, and continuously optimize outbound dialing strategies.
- Determine appropriate call attempt strategies, lead prioritization, and contact schedules.
- Monitor the effectiveness of dialing strategies and make data-driven adjustments.
- Ensure compliance with customer contact policies and regulatory requirements.
- Recommend improvements to increase contact rates, right-party contacts, and collections outcomes.
Campaign and Lead Management
- Upload, validate, and manage outbound calling lists.
- Allocate leads across campaigns based on business priorities.
- Manage lead penetration, recycling, suppression, and campaign refresh activities.
- Ensure correct segmentation and targeting of accounts.
- Monitor lead inventory levels and campaign utilization.
Performance Monitoring and Reporting
- Track and report dialer performance metrics.
- Analyze campaign effectiveness and identify opportunities for improvement.
- Produce daily, weekly, and monthly performance reports.
- Provide insights and recommendations to operational leadership.
- Support business reviews through performance analysis and trend reporting.
Capacity and Productivity Optimization
- Align dialing activities with available staffing levels.
- Optimize dialer utilization and agent occupancy.
- Balance lead volumes against operational capacity.
- Support achievement of collections targets through effective campaign management.
Compliance and Governance
- Ensure all outbound dialing activities comply with regulatory requirements and internal policies.
- Maintain accurate documentation of dialer configurations and strategy changes.
- Support audits and compliance reviews as required.
- Ensure customer contact frequencies remain within approved limits.
Continuous Improvement
- Conduct testing and analysis of new dialing strategies.
- Identify opportunities to improve contact rates and collections performance.
- Support implementation of system enhancements and process improvements.
- Share best practices and recommendations with operational stakeholders.
Key Performance Indicators (KPIs)
- Collections Attainment
- Contact Rate
- Right Party Contact (RPC) Rate
- Promise-to-Pay Rate
- Lead Penetration Rate
- Agent Occupancy
- Calls Per Hour
- Dialer Utilization
- Campaign Effectiveness
- System Availability
- Compliance Adherence
Qualifications
Education
- Bachelor's degree in a related field.
Experience
- Minimum 2 years of experience in dialer administration, workforce management, contact center analytics, or collections operations.
- Experience managing outbound dialer platforms in a contact center environment.
- Experience supporting collections or financial services operations is preferred.
Technical Skills
- Advanced Microsoft Excel skills.
- Strong analytical and reporting capabilities.
- Experience with outbound dialer platforms such as NICE CXone, Genesys, Five9, Aspect, Avaya, or similar solutions.
- Knowledge of SQL, Power BI, or reporting tools is an advantage.
Core Competencies
- Analytical Thinking
- Problem Solving
- Attention to Detail
- Strategic Planning
- Data Interpretation
- Stakeholder Management
- Decision Making
- Communication Skills
- Continuous Improvement Mindset
Success Measures
Success in this role is demonstrated through effective management of the dialer platform, achievement of contact and collections targets, optimization of dialing strategies, improved agent productivity, maintenance of compliance standards, and delivery of actionable insights that enhance overall outbound collections performance.
