Contact Center Manager

Job Title : Contact Center SME – Auto Dialer Implementation (Collection Department)

Location : Papua New Guinea

Full Time

Initial 2-3 months- travels to PNG after that Remote working from India PNG shift (3.30 am IST onwards).

About the Role :

We are looking for a Subject Matter Expert (SME) in Contact Center Technologies to lead the implementation of an Auto Dialer system for the Collections Department of a bank.

The ideal candidate will have deep expertise in outbound contact center solutions, predictive dialing strategies, compliance-driven collections processes, and AI-based automation.

Key Responsibilities :

• Lead the implementation of an Auto Dialer system (Predictive, Progressive, and Preview dialing modes) for collections operations.
• Ensure seamless integration with the bank’s CRM, collections, core banking systems, and payment processing platforms.
• Design and optimize campaign management strategies, including call prioritization, segmentation, and agent workflows.
• Ensure compliance with TCPA, FDCPA, GDPR, and other banking regulations related to outbound calling.
• Define and implement dialer performance KPIs, including connect rates, agent occupancy, and right-party contact (RPC) rates.
• Work with AI-driven analytics and voice bots to enhance automated debt recovery and reduce agent workload.
• Oversee agent scripting, call disposition management, and automated follow-up processes.
• Ensure workforce management (WFM) alignment to optimize agent productivity and call load balancing.
• Collaborate with IT, vendors, and business stakeholders to ensure a scalable and efficient dialer deployment.
• Monitor dialer performance and optimizealgorithms for better efficiency and regulatory adherence.

Required Skills & Experience :

Preferred Qualifications :