Dialer Operations Specialist

Key Responsibilities

• 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.

Key Deliverables

The person will be responsible for maintaining:

• 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

The candidate should ideally have experience with:

• 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

This role will be critical for ensuring stable calling operations, better agent productivity, faster resolution of telephony issues, accurate reporting, and effective management of our dialer infrastructure.