Dialler Executive

3 weeks ago

HAL Bangalore Airport, India Skit Full time

About Us
is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. 's Collection Orchestration Platform, the world's first solution, streamlines collection conversations by syncing channels and accounts. 's Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. is headquartered in New York City, NY. Visit

Job Title
: Dialler Executive (Analyst)

Location:
Bangalore (100% WFO)

Shift Hours
: 6:30 pm - 3:30 am IST

Job Overview
The Dialler Executive (Analyst) is responsible for managing and optimizing the outbound/inbound dialler system to ensure maximum productivity and efficiency of the calling teams. This role requires strong analytical skills, real-time monitoring, and proactive adjustments to campaigns to achieve business targets while ensuring compliance with regulatory guidelines.

Key Responsibilities
Dialler Management & Optimization

  • Manage day-to-day dialler operations (predictive, preview, and manual campaigns).
  • Configure, monitor, and adjust campaigns to improve connect rates, penetration, and agent productivity.
  • Ensure data is loaded, recycled, and segmented as per business requirements.

Campaign Analysis & Reporting

  • Track performance of campaigns and provide daily/weekly MIS reports to management.
  • Analyze key KPIs such as contact rates, drop rates, RPC (Right Party Connect), AHT, and agent utilization.
  • Recommend process improvements to enhance efficiency and outcomes.

Real-Time Monitoring & Support

  • Monitor queues, agent productivity, and system alerts in real time.
  • Troubleshoot dialler issues and coordinate with IT/vendor support for resolution.
  • Manage agent allocations across campaigns to balance workloads.

Compliance & Quality

  • Ensure campaigns run within regulatory, legal, and compliance guidelines.
  • Maintain accurate documentation of dialler settings, campaign changes, and reports.
  • Support audits and ensure data security standards are upheld.

Key Skills & Competencies

  • Strong knowledge of dialler technologies (Avaya, Aspect, TCN, similar).
  • Analytical and problem-solving skills with proficiency in MS Excel and reporting tools.
  • Knowledge of compliance regulations (TCPA, DNC, etc.) preferred.

Qualifications & Experience

  • Graduate in any discipline
  • 1–3 years of experience as a Dialler Executive/Analyst in a contact center environment.
  • Experience with predictive dialler systems, real-time monitoring, and campaign optimization.