Job Summary:

We are seeking a dynamic and experienced Contact Center SME to lead the implementation and optimization of an Auto Dialer system specifically for the Collections department. This role demands deep expertise in contact center operations, dialer technologies (Predictive, Preview, Progressive), compliance standards (TCPA, FDCPA, etc.), and driving high-performance dialing strategies that maximize agent productivity and recovery rates.

Key Responsibilities:

• Serve as the Subject Matter Expert for auto dialer technology selection, configuration, deployment, and integration with CRM and collections systems.
• Collaborate with IT, operations, and compliance teams to ensure seamless dialer implementation aligned with business goals and regulatory guidelines.
• Lead requirements gathering and business process mapping specific to the collections contact strategy.
• Define and monitor dialer KPIs including contact rate, RPC (Right Party Contact), PTP (Promise to Pay), and agent utilization.
• Optimize dialing strategies to improve call penetration, reduce idle time, and enhance campaign efficiency.
• Drive configuration and testing of dialer modes (predictive, progressive, preview), call routing, call recording, and campaign management.
• Train collections and support staff on best practices for dialer usage and campaign handling.
• Ensure all dialer operations are compliant with local and international regulatory requirements (TCPA, FDCPA, GDPR, etc.).
• Provide expert-level support for troubleshooting, system updates, and change management related to dialer operations.
• Act as liaison with dialer vendors and internal stakeholders for continuous improvement and enhancements.

Key Skills & Qualifications:

• Bachelor’s degree in IT, Business, or related field; Master’s degree is a plus.
• 5–8+ years of experience in contact center operations with at least 3 years focused on auto dialer implementation and support in a collections or recovery environment.
• Hands-on experience with leading dialer platforms such as Genesys, Aspect, Avaya, NICE CXone, Five9, or similar.
• Strong knowledge of collection practices and compliance regulations (TCPA, FDCPA, GDPR, etc.).
• Proven track record in improving dialer performance, agent productivity, and collection rates.
• Ability to translate business requirements into dialer configurations and workflows.
• Excellent communication, stakeholder management, and training skills.
• Strong analytical and reporting skills using tools like Excel, SQL, or BI platforms.

Preferred Certifications:

• Dialer platform certifications (e.g., Genesys Certified Professional, NICE CXone certification)
• Six Sigma or Lean certification is a plus.
• ITIL Foundation or equivalent is desirable.