Dialer Analyst

About the job

GENERAL FUNCTION The Dialer Analyst is responsible for the daily operation, configuration, and optimization of the organization's Contact Management System and integrated platforms that support collection strategies. DUTIES/RESPONSIBILITIES • Monitor daily system operations across the System of Record, Collection System, and Contact Management System, ensuring accurate file transfers, automated runs, and data integrity. • Configure and optimize dialing campaigns including pacing, attempt filters, answering machine detection, and batch activation in alignment with collection strategies. • Manage data processes and SQL-based reporting to ensure accurate, real-time call history tracking, campaign performance monitoring, and KPI analysis. • Create, manage, and maintain agent profiles, skills, and permissions within the Contact Management System, ensuring compliance with security and audit requirements. • Collaborate with IT, vendors, and Collections leadership to troubleshoot system issues, implement changes, and execute strategic initiatives. • Analyze campaign data, identify performance trends, and recommend process improvements or automation opportunities to enhance operational efficiency. • Operates with moderate independence under the direction of the Director, Collections. Makes day-to-day operational decisions regarding dialer settings, batch activations, and troubleshooting. Escalates major system issues or strategic adjustments to leadership. • Responsible for maintaining the operational performance and reliability of the Contact Management System used in Collections. Decisions directly impact agent productivity, contact rates, compliance, and customer experience outcomes. • Supports the execution of short- and long-term contact strategies by ensuring system alignment with business objectives. Provides operational insights that inform strategic dialing initiatives and continuous improvement efforts. • May provide operational guidance to Collections leadership, IT teams, or vendor partners regarding dialer system functionality and configuration. • Frequent interaction with internal partners (Collections, IT, Analytics) and external vendors. Must communicate technical concepts clearly, translate data insights into actionable recommendations, and collaborate effectively across teams. • Resolves moderately complex technical and operational issues involving data integration, campaign logic, and dialer performance. Applies analytical reasoning, system knowledge, and structured troubleshooting to maintain optimal performance. QUALIFICATIONS • Experience using Microsoft Excel • Excellent problem-solving, communication, and organizational skills • Experience supporting Collections Operations • Strong understanding of data flows between systems of record and dialer platforms • Experience managing campaign pacing, dialing logic, and performance analytics • Experience looking after setting up the dial list and managing the customer list and optimizing dial campaigns. NICE TO HAVE • SQL skills • Managing Contact Management Systems (e.g., Alvaria/Noble, Aspect, Genesys, or equivalent) SHIFT • Nine-hour shift with a five-day work week. However, we require this individual to be flexible to work between 9:30 PM-9:30 AM IST (Night Shift), Monday to Saturday.

Requirements

• Microsoft Excel
• Problem-solving
• SQL skills
• Collections Operations knowledge

Preferred Technologies

• Microsoft Excel
• Problem-solving
• SQL skills
• Collections Operations knowledge

Benefits

• Comprehensive Medical Coverage
• Provident Fund Contribution
• Performance-Based Incentives

About the company

At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology.