About the role
- Dialer Management – Manage the day-to-day operations of the dialer platform, including configurations, campaigns, users, numbers, and calling rules.
- Agent Management – Add, remove, and manage agent accounts, extensions, call permissions, and dialer access.
- Campaign Management – Create and configure calling campaigns based on business requirements, including agent allocation, calling lists, schedules, and campaign rules.
- Number/DID Management – Manage DIDs and outbound calling numbers, including allocation, mapping, activation, and deactivation.
- Call Routing & IVR Management – Support configuration and maintenance of IVR flows, call routing, queues, and inbound/outbound call journeys.
- Call Monitoring – Monitor dialer performance and identify issues related to call connectivity, failed calls, dropped calls, busy rates, and other call-quality parameters.
- Call Recording Management – Ensure call recordings are being captured correctly and are accessible for operational, quality, and compliance requirements.
- Dialer Reporting – Prepare daily/weekly reports covering:
- Calls attempted
- Calls connected
- Missed calls
- Call duration
- Agent-wise calling performance
- Campaign-wise performance
- Failed/unsuccessful calls
- Inbound vs. outbound calls
- Troubleshooting – Identify and resolve dialer-related issues such as call failures, routing problems, agent login issues, number issues, and connectivity problems.
- Vendor Coordination – Coordinate with dialer/telephony vendors such as Ozonetel or other service providers for configuration, troubleshooting, new number requirements, and escalations.
- SIM/GSM Gateway Coordination – Coordinate with the relevant teams for SIM/GSM gateway-related requirements, number mapping, connectivity, and troubleshooting.
- SIP/DID Management – Support SIP trunk, DID, and routing-related configurations and coordinate with vendors for provisioning and troubleshooting.
- Spam/Number Health Monitoring – Monitor outbound numbers for spam tagging, blocking, or reduced connectivity and coordinate corrective actions with the telecom/dialer vendor.
- User Access Management – Maintain accurate records of dialer users, access levels, extensions, numbers, and campaign assignments.
- Data & MIS Management – Maintain accurate dialer-related data and ensure reports are aligned with CRM and operational data.
- Process Documentation – Document dialer configurations, escalation processes, troubleshooting steps, and standard operating procedures.
- Performance Optimization – Identify opportunities to improve call connect rates, agent productivity, routing efficiency, and overall dialer performance.
- Compliance & Security – Ensure calling operations, recordings, numbers, and access are managed in accordance with company policies and applicable regulatory requirements.
- Dialer user/agent master
- DID and number inventory
- Campaign configuration tracker
- IVR and call-routing documentation
- SIP/DID configuration records
- Daily dialer performance report
- Call failure and issue tracker
- Vendor escalation tracker
- Call recording availability
- Spam/number health tracker
- Agent access and permission tracker
- Dialer/telephony platforms
- Ozonetel or similar cloud telephony platforms
- IVR and call-routing configuration
- SIP/DID management
- GSM gateways
- Call reporting and MIS
- CRM and telephony integrations
- Basic troubleshooting of telephony issues
- Vendor management and escalation
- Excel/Google Sheets and data analysis