Dialer Operations Manager (Convoso Experience Required)

Job Title: Dialer Operations Manager (Convoso Experience Required)
Location: Delray Beach, FL
Compensation: Starting at $60,000 per year based on experience
Schedule: Monday–Thursday, 9:00 AM–5:00 PM; Friday, 9:00 AM–3:00 PM

About the Role

At DebtResolvePro, we help businesses navigate financial hurdles through expert debt settlement.

We are seeking a data-driven and technically proficient Dialer Operations Manager to oversee, optimize, and scale our outbound contact center operations. This role serves as the primary owner of our Convoso platform and dialing strategy, ensuring maximum agent productivity, lead conversion, compliance, and operational efficiency.

Key Responsibilities

Dialer Platform Administration & Optimization

• Serve as the primary administrator and subject matter expert for the Convoso platform.
• Manage user access, agent seats, campaign configurations, skills-based routing, and automated workflows.
• Design, implement, and optimize outbound dialing strategies to maximize agent talk time and lead conversion.
• Monitor and improve overall dialer performance, efficiency, and system utilization.

Campaign & Lead Management

• Oversee lead imports, list segmentation, list scrubbing, prioritization, suppression management, and recycling strategies.
• Ensure lead data is efficiently utilized while minimizing lead fatigue and maximizing contact rates.
• Collaborate with Marketing and Data teams to evaluate lead quality and campaign effectiveness.

Real-Time Performance Monitoring

• Monitor live contact center metrics, including contact rates, abandonment rates, drop rates, wait times, and answering machine detection accuracy.
• Adjust dialing ratios, pacing, and campaign settings based on real-time performance indicators.
• Identify trends, issues, and opportunities to improve operational results.

Compliance & Caller ID Management

• Ensure all dialing activities comply with TCPA, TSR, FCC regulations, state-specific requirements, and STIR/SHAKEN standards.
• Monitor and maintain caller ID reputation and implement strategies to minimize "Spam Likely" and blocked call designations.
• Partner with internal stakeholders to maintain compliance best practices and operational controls.

Analytics & Reporting

• Develop, maintain, and analyze daily, weekly, and monthly operational reports.
• Translate dialer and campaign metrics into actionable recommendations for leadership.
• Provide insights regarding campaign performance, lead quality, agent productivity, and operational effectiveness.

Cross-Functional Collaboration

• Partner with Sales Leadership to align dialing strategies with staffing levels, performance goals, and business objectives.
• Work closely with Marketing, Operations, and Data teams to support campaign success and lead management initiatives.
• Communicate technical dialer concepts and recommendations to non-technical stakeholders.

Required Qualifications

• 2+ years of direct, hands-on experience administering and optimizing the Convoso platform.
• Experience managing outbound dialing operations within a call center, lead generation, debt settlement, financial services, or high-volume sales environment.
• Strong analytical skills with proficiency in Excel and/or Google Sheets.
• Working knowledge of TCPA compliance, FCC regulations, caller ID reputation management, and STIR/SHAKEN requirements.
• Ability to troubleshoot platform configurations, API integrations, lead delivery issues, and operational disruptions.
• Strong communication and collaboration skills with the ability to work effectively across multiple departments.

Preferred Qualifications

• Experience with additional dialer platforms such as Five9, VICIdial, Genesys, or similar technologies.
• Experience with CRM integrations, including Salesforce, HubSpot, Zoho, or comparable platforms.
• Familiarity with SQL and basic data extraction techniques.
• Experience supporting high-volume outbound sales or lead-generation organizations.

What We Offer

• Medical, Dental, Vision, STD, LTD Benefits
• Paid time off and holidays
• Opportunities for professional growth and advancement
• Supportive and collaborative work environment
• Get paid for 40 hours/week — but only work 38, with early Friday departures!

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you ever been terminated (by mutual agreement or not), asked to resign from a job, or given the choice to resign rather than being terminated? If yes, please explain the circumstance?
• Desired Salary:

Experience:

• Convoso: 2 years (Required)
• Excel modeling: 2 years (Preferred)

Ability to Commute:

• Delray Beach, FL 33445 (Preferred)

Work Location: In person