About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy & Performance Management Team and supports the Collection and Recovery departments.
The Dialer Manager will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff.
As Dialer Manager, You Will…
- Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.
- Support weekly/monthly adjustments to align with new and changing collection strategy configuration.
- Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks.
- Support all projects that directly involve dialer support.
- Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics.
- Review and update dialer settings to optimize dialer performance.
- Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
- Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.
- Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs.
As Dialer Manager, You Need…
- Bachelor's degree in Business Administration, Accounting, Economics, Finance, or related experience.
- 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas.
- Automotive Finance industry background is a plus.
- Experience supporting telephony and ALM platforms preferred.
- The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
- Exceptional listening and communication skills to effectively convey written and verbal information.
- Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Bachelor’s degree in Business Administration, Accounting, Economics, Finance, or related experience
- 5+ years of relevant experience in dialer operations or dialer administration within financial services or related areas
- Experience supporting telephony and ALM platforms
- Automotive finance industry background
- Ability to analyze complex, high-volume, and contradictory information to solve problems
- Exceptional written and verbal communication skills
- Strong PC skills, including Microsoft Access, Excel, Word, and PowerPoint
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
