Manager/Senior Manager

1 day ago

Mumbai, India Zenplus Full time

Position: Manager/Senior Manager Call Center IT & Dialer Operations

Location: Dadar, Mumbai

Work Mode: Work from Office

Experience: 1015years

Role Overview

We are looking for an experienced professional to lead the IT and Dialer Management function for our call center operations. The ideal candidate will be responsible for end-to-end setup, configuration, and management of call center technology infrastructure, ensuring seamless operations, compliance, and performance optimization.

Key Responsibilities

1. Call Center Setup & Infrastructure Management

  • Lead the planning and execution of new call center setup, including IT infrastructure, network, and telephony systems.
  • Evaluate and deploy dialer platforms (Predictive, Progressive, Preview) and ensure smooth CRM integrations.
  • Set up inbound, outbound, and blended campaigns.
  • Manage vendor relationships for hardware, software, and telecom service providers.

2. Dialer & Campaign Management

  • Configure, monitor, and optimize dialer systems for maximum agent productivity.
  • Manage lead uploads, call routing strategies, retry logic, and pacing rules.
  • Ensure adherence to compliance regulations (DND/NDNC, TRAI, TCPA, etc.).
  • Monitor KPIs such as call connection rates, drop rates, agent occupancy, and abandonment rates.

3. IT & System Administration

  • Oversee SIP/PRI trunks, IVR, ACD, call recording, and reporting systems.
  • Troubleshoot dialer issues, connectivity problems, and integrations with CRM/ERP tools.
  • Ensure data security, backup, and system uptime.

4. Operations & Optimization

  • Collaborate with operations teams to align technology with business goals.
  • Continuously optimize dialing strategies, agent allocation, and lead prioritization.
  • Provide regular performance reports to senior management.

5. Team & Vendor Coordination

  • Manage IT support staff for call center operations.
  • Liaise with external vendors and ensure timely delivery of solutions.

Requirements

  • Bachelors degree in Computer Science, IT, or related field (MBA preferred).
  • 510 years of experience in dialer management, call center IT operations, and telephony infrastructure.
  • Hands-on expertise with dialer platforms (e.g., Avaya, Aspect, Genesys, Ameyo, Five9, Exotel, MyOperator, or similar).
  • Strong knowledge of VoIP, SIP, PRI, IVR, ACD, and call routing.
  • Proven experience in call center setup and scaling operations.
  • Understanding of compliance frameworks (TRAI/DND, TCPA, GDPR, etc.).
  • Excellent problem-solving and vendor management skills.
  • Strong analytical mindset with ability to monitor KPIs and optimize campaigns.

Preferred Skills

  • Certification in telecom systems / VoIP / networking.
  • Exposure to cloud-based call center platforms.
  • Experience in data analytics & reporting dashboards.

Interested candidates can share resume on or WhatsApp on

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