Head of Dialer & VoIP Operations

Location : Mohali / Chandigarh, India

Shift : Nighttime (U.S. Hours – 12 : 30 AM – 9 : 30 AM IST)

Type : Full-Time, On-site

About the Role

We are hiring a Head of Dialer & VoIP Operations to take full ownership of our high-volume outbound and blended dialer systems. This person will be accountable for system setup, ongoing management, and performance optimization across all departments — sales, customer service, recruitment, and support.

The ideal candidate has a strong BPO / call center background , is fluent in managing large-scale dialer operations (100,000+ dials / day), and has deep technical knowledge of VoIP, DID reputation, and dialer metrics. Leadership and management experience is a plus, but above all, this person must be a technical and operational expert who stays on top of everything, every day.

Requirements

Key Responsibilities

• Dialer Administration
• Configure, manage, and maintain multiple dialer / VoIP platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or others as needed).
• Handle scaling systems capable of 100,000+ daily outbound dials with consistent performance.
• Ensure DID reputation is maintained and protected.
• Performance Monitoring & Optimization
• Track and analyze dialer KPIs : connect rates, drop rates, call quality, agent utilization, campaign results.
• Optimize dialing modes, pacing, call routing, and reporting.
• Continuously fine-tune campaigns for maximum efficiency and compliance.
• Systems & Technical Support
• Troubleshoot dialer, SIP / VoIP, CRM integrations, and API connections.
• Ensure uptime and reliability across all departments relying on dialer lines.
• Train and support users on proper dialer usage.
• Compliance & Risk Management
• Oversee adherence to DNC / TCPA and other compliance standards.
• Implement safeguards to minimize risk in high-volume outbound environments.
• Cross-Department Support
• Enable sales, customer service, recruitment, and admin teams with optimized dialer access.
• Provide reporting and insights to leadership on performance and trends.

Skills & Qualifications

Benefits