Dialer Manager
New
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.Full-TimeManager
SalaryCAN base pay range per year: $77,000 - $127,000
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Job Details
- Experience
- 3+ years of experience managing or administering a Five9 collections dialer environment
- Required Skills
- Data analytics
Requirements
- 3+ years of experience managing or administering a Five9 collections dialer environment
- Strong understanding of collections operations, outbound dialing strategies, and contact center workflows
- Experience with predictive, progressive, preview, and blended dialing strategies
- Experience meshing AI agents and human agents into dialing efforts
- Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations
- Experience supporting high-volume contact center or collections environments
- Strong analytical skills with experience interpreting dialer metrics and operational performance data
- Ability to manage multiple priorities and troubleshoot operational issues in a fast-paced environment
- Experience partnering cross-functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams
- Strong written and verbal communication skills
- Bachelor’s Degree or equivalent experience preferred
Responsibilities
- Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations
- Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements
- Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies
- Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency
- Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements
- Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies
- Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies
- Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness
- Drive continuous improvement initiatives through automation, testing strategies, and process optimization
- Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls
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