Deskripsi Pekerjaan
Are you an expert in outbound dialer strategy and campaign management? EMAPTA is looking for a results-driven Dialer & Campaign Operations Manager to join our team in supporting iCash. This is a 100% remote opportunity offering a stable schedule with weekends off and a competitive salary package.
In this role, you will be the bridge between technology and operations, ensuring that our collections campaigns are running at peak efficiency. You will be responsible for managing dialer health, optimizing lead penetration, and providing actionable insights to leadership to drive performance. If you have a passion for data-backed decision-making and a desire to grow within a global organization, we want to hear from you.
You will work in a fast-paced environment where your ability to pivot strategy based on real-time metrics will directly impact the success of our collections efforts. Join EMAPTA and take your career to the next level with a supportive, growth-oriented culture.
Tanggung Jawab
- Oversee the daily configuration, maintenance, and optimization of dialer systems (e.g., Five9, Genesys, or similar platforms).
- Manage and segment lead lists to maximize contact rates and ensure compliance with regulatory standards.
- Monitor campaign performance KPIs in real-time and execute tactical adjustments to achieve daily and monthly collection targets.
- Analyze dialer data and provide detailed performance reports to stakeholders, identifying trends and areas for process improvement.
- Collaborate with the operations team to address bottlenecks and implement new strategies for outbound efficiency.
- Ensure 100% adherence to all industry regulations and internal quality assurance standards.
- Train and support team leads on effective system utilization and reporting best practices.
Kualifikasi
- Minimum of 3-5 years of experience in Dialer Management, Workforce Management (WFM), or Campaign Operations within a BPO setting.
- Strong technical proficiency in managing outbound dialer platforms (e.g., Aspect, Five9, Vicidial, or similar).
- Advanced proficiency in Excel/Google Sheets (Pivot Tables, VLOOKUP, Data Visualization).
- Deep understanding of collections metrics: Connect Rate, Right Party Contact (RPC), Hold Time, and Abandonment Rate.
- Proven ability to manage high-volume lead files and execute complex segmentation strategies.
- Excellent analytical, problem-solving, and communication skills.
- Ability to work independently in a 100% remote/WFH capacity.
- Bachelor's degree in Business, IT, or a related field is highly preferred.