Dialer Operations Specialist

Key Responsibilities

1. Dialer Management – Manage the day-to-day operations of the dialer platform, including configurations, campaigns, users, numbers, and calling rules.
2. Agent Management – Add, remove, and manage agent accounts, extensions, call permissions, and dialer access.
3. Campaign Management – Create and configure calling campaigns based on business requirements, including agent allocation, calling lists, schedules, and campaign rules.
4. Number/DID Management – Manage DIDs and outbound calling numbers, including allocation, mapping, activation, and deactivation.
5. Call Routing & IVR Management – Support configuration and maintenance of IVR flows, call routing, queues, and inbound/outbound call journeys.
6. Call Monitoring – Monitor dialer performance and identify issues related to call connectivity, failed calls, dropped calls, busy rates, and other call-quality parameters.
7. Call Recording Management – Ensure call recordings are being captured correctly and are accessible for operational, quality, and compliance requirements.
8. 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
9. Troubleshooting – Identify and resolve dialer-related issues such as call failures, routing problems, agent login issues, number issues, and connectivity problems.
10. Vendor Coordination – Coordinate with dialer/telephony vendors such as Ozonetel or other service providers for configuration, troubleshooting, new number requirements, and escalations.
11. SIM/GSM Gateway Coordination – Coordinate with the relevant teams for SIM/GSM gateway-related requirements, number mapping, connectivity, and troubleshooting.
12. SIP/DID Management – Support SIP trunk, DID, and routing-related configurations and coordinate with vendors for provisioning and troubleshooting.
13. Spam/Number Health Monitoring – Monitor outbound numbers for spam tagging, blocking, or reduced connectivity and coordinate corrective actions with the telecom/dialer vendor.
14. User Access Management – Maintain accurate records of dialer users, access levels, extensions, numbers, and campaign assignments.
15. Data & MIS Management – Maintain accurate dialer-related data and ensure reports are aligned with CRM and operational data.
16. Process Documentation – Document dialer configurations, escalation processes, troubleshooting steps, and standard operating procedures.
17. Performance Optimization – Identify opportunities to improve call connect rates, agent productivity, routing efficiency, and overall dialer performance.
18. Compliance & Security – Ensure calling operations, recordings, numbers, and access are managed in accordance with company policies and applicable regulatory requirements.

Key Deliverables

• 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

Preferred Skills

• 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