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Head of Dialer & VoIP OperationsLytegen • Panchkula, HR, IN
Head of Dialer & VoIP Operations

Head of Dialer & VoIP Operations

Lytegen • Panchkula, HR, IN
30+ days ago
Job type
  • Quick Apply
Job description

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

  • 5+ years of BPO/call center operations experience with direct dialer ownership.

  • Proven track record of running high-volume outbound campaigns (100,000+ daily dials).

  • Strong technical background: VoIP/SIP, DID management, integrations, troubleshooting.

  • Hands-on experience with major dialer platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or similar).

  • Analytical mindset: able to read data and translate it into performance improvements.

  • Highly accountable, detail-oriented, and proactive.


Benefits

  • Competitive Compensation – Attractive salary package with performance-based incentives.
  • Global Exposure – Direct collaboration with U.S. leadership and cross-border teams.
  • Career Growth – Clear progression path toward senior leadership roles in a fast-scaling company.
  • Impact-Driven Work – Be part of the renewable energy sector and contribute to sustainability.
  • Professional Development – Opportunities to lead cross-functional projects, implement global best practices, and upskill through learning initiatives.
  • Collaborative Culture – Work with driven, talented peers in an inclusive and supportive environment.
  • Work Stability & Vision – Join a company with strong long-term growth plans and a mission-driven culture.
  • Leadership Autonomy – Freedom to design and execute operations strategies, with the trust of global leadership.
  • Recognition & Rewards – Regular acknowledgment for high performance and impact delivered.
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Head of Dialer & VoIP Operations • Panchkula, HR, IN

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