Manager / Deputy Unit Manager – Dialer Operations

Role & Responsibilities

The Manager/Deputy Unit Manager – Dialer Ops serves as the functional owner of dialer performance across DMS portfolios. The role independently manages end-to-end dialer operations, leads performance optimization, and drives analytical insights to strengthen calling effectiveness. This position acts as a bridge between tactical execution and strategic decision-making, ensuring that dialer efficiency, compliance, and penetration targets are consistently met. The role requires strong domain expertise, analytical rigor, and cross-functional collaboration.

Key Responsibilities-
Dialer Strategy & Execution:

• Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
• Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
• Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.

Performance Optimization & Analytics

• Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
• Implement dialing strategy enhancements—attempt logic, retry cycles, skill routing, and call distribution.

Compliance & Governance

• Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
• Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
• Maintain robust documentation of campaign changes, SOP updates, and version logs.

Cross-Functional Coordination

• Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
• Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
• Partner with Quality and Policy teams to align operational execution with business rules.
• Coordinate with MIS teams for data validation and report automation.

Reporting & Governance

• Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
• Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
• Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.

Ideal Candidate

Domain & Technical Expertise

• Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
• Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
• In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
• Working knowledge of CRM systems, CTI integrations, and lead management platforms.

Analytical & Reporting Skills

• Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
• SQL proficiency preferred for data extraction, query building, and troubleshooting.
• Ability to interpret large data sets and convert findings into actionable insights.

Execution & Problem-Solving Skills

• Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
• High execution discipline with the ability to manage multiple campaigns simultaneously.
• Strong decision-making capabilities under operational pressure.

Communication & Stakeholder Management

• Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
• Strong documentation, reporting, and presentation skills.
• Ability to translate analytical findings into business-friendly recommendations.

Eligibility-

• Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
• Must have completed minimum tenure requirements as defined by HR.
• No active performance improvement plan or disciplinary action.
• Consistent performance ratings and adherence to compliance norms.

Perks, Benefits and Work Culture

Our people define our passion and our audacious, incredibly rewarding achievements. Bajaj Finance Limited is one of India's most diversified Non-banking financial companies, and among Asia's top 10 Large workplaces. If you have the drive to get ahead, we can help find you an opportunity at any of the 500+ locations we're present in India.

Skills: campaigns,teams,data,unit manager,reporting,analytics,deputy unit