EOI: Dialer Administrator (Platform Operations)
EOI: Dialer Administrator (Platform Operations)
Regus- Posted 4 hours ago
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Job Description
ABOUT IWG
International Workplace Group plc (formerly Regus) is the global leader in hybrid work solutions and workspace brands. With a mission to help millions of people have a great day at work, IWG provides professional, inspiring, and collaborative workspaces, communities, and services. Operating a network of over 4,000 locations across more than 120 countries, our portfolio includes leading brands such as Regus, Spaces, HQ, and Signature. We pioneered flexible working over 30 years ago and continue to empower over 8 million people worldwide to work more flexibly, productively, and sustainably in the new world of hybrid work.
DIALER ADMINISTRATOR (Platform Ops)
Department: Shared Services (CTO Organization)
Reports To: Head of BPM
Level: Senior Individual Contributor (Supervisor-Level)
Role Overview
The Dialer Admin (Voice & CRM) is a senior, highly autonomous role operating within the CTO's Shared Services organization. This position serves as the operational owner of our outbound telephony systems and the operational auditor of our CRM pipeline.
The primary mandate of this role is to maximize outbound connection rates by managing our dialing infrastructure and proactively defending our telecom reputation against Spam/Scam Likely carrier flags. Secondarily, this role acts as the guardian of our sales and lead data, performing rigorous Quality Assurance (QA) through call-listening and CRM auditing to ensure process compliance, data hygiene, and the validity of logged opportunities.
As a supervisor-level Individual Contributor, this Lead will set the standard operating procedures for telephony health and CRM compliance, acting as the bridge between technology, marketing, and revenue-generating teams.
Core Responsibilities
Telecom & Dialer Administration (Primary)
* System Ownership: Act as the primary administrator for the company's predictive/progressive dialing software (e.g., Five9, ViciDial, NICE CXone, Genesys), optimizing pacing, routing, list penetration strategies, and contact frequency limits (e.g., max attempts per lead to prevent over-dialing).
* Performance Monitoring: Analyze real-time connection rates, answer ratios, drop rates, call durations, and disconnected/not-in-service numbers. Troubleshoot SIP, telecom routing, and middleware integration issues between the dialer and the CRM.
* Reputation Management: Actively monitor and manage the company's Caller ID reputation to prevent numbers from being flagged as Spam or Scam Likely by major carriers. Identify carrier-specific blocking trends to adjust dialing strategies proactively.
* DID Strategy: Execute routine resting, rotation, and procurement of Direct Inward Dialing (DID) numbers. Ensure numbers are properly registered (CNAM) and compliant with STIR/SHAKEN frameworks.
* Vendor Relations: Interface with CCaaS and telecom vendors to manage ticketing, system upgrades, and the integration of third-party spam-monitoring tools (e.g., Numeracle).
CRM Auditing & Quality Assurance (Secondary)
* Pipeline Integrity: Conduct routine audits of CRM (e.g., Salesforce, HubSpot) data to ensure accurate lead logging, proper dispositioning, and that recorded opportunities are genuine and fully documented.
* Call QA & Compliance: Perform call-listening evaluations against internal scorecards. Ensure agents are adhering to approved scripts, qualification frameworks, and regulatory compliance (e.g., TCPA).
* Discrepancy Resolution: Identify and investigate misalignments between dialer logs and CRM notes to prevent fabricated deals, inflated metrics, or process circumvention.
* Feedback Loops: Compile QA findings and CRM audit reports to deliver actionable feedback to operations, sales leadership, and training departments.
Strategy & Shared Services Integration
* Cross-Functional Collaboration: Partner directly with IT, Digital Marketing, Sales, and CRM administrators under the CTO and CCO umbrella to ensure seamless data flow between lead-generation channels, the CRM, and the dialer.
* Future-Proofing: Evaluate and recommend new tools, AI conversational intelligence software, or workflow automations to scale the QA and dialer administration functions.
Qualifications & Skills
* Experience: 4+ years in Platform Operations, Dialer Administration, or a highly technical Workforce Management (WFM) role within a BPO, call center, or high-volume sales environment.
* Telephony Expertise: tactical knowledge of CCaaS platforms (Five9, NICE, Genesys, ViciDial, etc.) and dialer algorithms (predictive vs. progressive).
* Telecom Compliance: Proven experience managing caller ID reputation, diagnosing carrier-level blocking, executing DID rotation strategies, and an understanding of STIR/SHAKEN and TCPA regulations.
* CRM Proficiency: Advanced user knowledge of major CRM platforms (Salesforce, HubSpot, etc.) with the ability to audit complex workflows, custom objects, and opportunity stages.
* QA & Auditing: Experience in utilizing QA scorecards, performing call evaluations, and conducting root-cause analysis on data discrepancies.
* Leadership Traits: Highly autonomous, detail-oriented, and capable of driving initiatives without direct managerial oversight. Excellent ability to translate technical telecom issues into business impacts for executive stakeholders.
International Workplace Group plc (formerly Regus) is the global leader in hybrid work solutions and workspace brands. With a mission to help millions of people have a great day at work, IWG provides professional, inspiring, and collaborative workspaces, communities, and services. Operating a network of over 4,000 locations across more than 120 countries, our portfolio includes leading brands such as Regus, Spaces, HQ, and Signature. We pioneered flexible working over 30 years ago and continue to empower over 8 million people worldwide to work more flexibly, productively, and sustainably in the new world of hybrid work.
DIALER ADMINISTRATOR (Platform Ops)
Department: Shared Services (CTO Organization)
Reports To: Head of BPM
Level: Senior Individual Contributor (Supervisor-Level)
Role Overview
The Dialer Admin (Voice & CRM) is a senior, highly autonomous role operating within the CTO's Shared Services organization. This position serves as the operational owner of our outbound telephony systems and the operational auditor of our CRM pipeline.
The primary mandate of this role is to maximize outbound connection rates by managing our dialing infrastructure and proactively defending our telecom reputation against Spam/Scam Likely carrier flags. Secondarily, this role acts as the guardian of our sales and lead data, performing rigorous Quality Assurance (QA) through call-listening and CRM auditing to ensure process compliance, data hygiene, and the validity of logged opportunities.
As a supervisor-level Individual Contributor, this Lead will set the standard operating procedures for telephony health and CRM compliance, acting as the bridge between technology, marketing, and revenue-generating teams.
Core Responsibilities
Telecom & Dialer Administration (Primary)
* System Ownership: Act as the primary administrator for the company's predictive/progressive dialing software (e.g., Five9, ViciDial, NICE CXone, Genesys), optimizing pacing, routing, list penetration strategies, and contact frequency limits (e.g., max attempts per lead to prevent over-dialing).
* Performance Monitoring: Analyze real-time connection rates, answer ratios, drop rates, call durations, and disconnected/not-in-service numbers. Troubleshoot SIP, telecom routing, and middleware integration issues between the dialer and the CRM.
* Reputation Management: Actively monitor and manage the company's Caller ID reputation to prevent numbers from being flagged as Spam or Scam Likely by major carriers. Identify carrier-specific blocking trends to adjust dialing strategies proactively.
* DID Strategy: Execute routine resting, rotation, and procurement of Direct Inward Dialing (DID) numbers. Ensure numbers are properly registered (CNAM) and compliant with STIR/SHAKEN frameworks.
* Vendor Relations: Interface with CCaaS and telecom vendors to manage ticketing, system upgrades, and the integration of third-party spam-monitoring tools (e.g., Numeracle).
CRM Auditing & Quality Assurance (Secondary)
* Pipeline Integrity: Conduct routine audits of CRM (e.g., Salesforce, HubSpot) data to ensure accurate lead logging, proper dispositioning, and that recorded opportunities are genuine and fully documented.
* Call QA & Compliance: Perform call-listening evaluations against internal scorecards. Ensure agents are adhering to approved scripts, qualification frameworks, and regulatory compliance (e.g., TCPA).
* Discrepancy Resolution: Identify and investigate misalignments between dialer logs and CRM notes to prevent fabricated deals, inflated metrics, or process circumvention.
* Feedback Loops: Compile QA findings and CRM audit reports to deliver actionable feedback to operations, sales leadership, and training departments.
Strategy & Shared Services Integration
* Cross-Functional Collaboration: Partner directly with IT, Digital Marketing, Sales, and CRM administrators under the CTO and CCO umbrella to ensure seamless data flow between lead-generation channels, the CRM, and the dialer.
* Future-Proofing: Evaluate and recommend new tools, AI conversational intelligence software, or workflow automations to scale the QA and dialer administration functions.
Qualifications & Skills
* Experience: 4+ years in Platform Operations, Dialer Administration, or a highly technical Workforce Management (WFM) role within a BPO, call center, or high-volume sales environment.
* Telephony Expertise: tactical knowledge of CCaaS platforms (Five9, NICE, Genesys, ViciDial, etc.) and dialer algorithms (predictive vs. progressive).
* Telecom Compliance: Proven experience managing caller ID reputation, diagnosing carrier-level blocking, executing DID rotation strategies, and an understanding of STIR/SHAKEN and TCPA regulations.
* CRM Proficiency: Advanced user knowledge of major CRM platforms (Salesforce, HubSpot, etc.) with the ability to audit complex workflows, custom objects, and opportunity stages.
* QA & Auditing: Experience in utilizing QA scorecards, performing call evaluations, and conducting root-cause analysis on data discrepancies.
* Leadership Traits: Highly autonomous, detail-oriented, and capable of driving initiatives without direct managerial oversight. Excellent ability to translate technical telecom issues into business impacts for executive stakeholders.
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