* ONSITE ROLE ONLY - Oakbrook, IL *
We are seeking a highly analytical and technically skilled Dialer Strategy Manager to join our team. This hybrid role will be responsible for managing and optimizing the outbound dialer platform while also delivering actionable insights through data analytics and reporting. The ideal candidate will be comfortable working with large datasets, configuring dialer campaigns, and supporting cross-functional teams in making data-informed decisions that improve contact rates, recovery performance, and operational efficiency.

REQUIREMENTS:

· 2+ years of experience in a data analysis and dialer administration role, preferably in
a collection or call center environment.
· Strong knowledge of TCN dialer system
· Understanding of outbound campaign strategies and call center metrics.
· Excellent problem-solving, analytical, and organizational skills.
· Proficiency in Excel; basic knowledge of SQL or reporting tools is a plus.
· Ability to work independently and manage multiple priorities.
· Ability to contend with a wide variety of people on various issues
· Ability to work in a busy office with interruptions

DIALER DUTIES:

· Configure and maintain dialer campaigns (predictive, preview, progressive).
· Manage lead list uploads, filtering, time zones, call recycling, and pacing strategies.
· Monitor system performance and provide real-time troubleshooting for dialing issues.
· Create and manage user profiles, roles, and permissions in the dialer system.
· Ensure compliance with federal and state regulations (e.g., TCPA, DNC lists).
· Generate daily/weekly reports on campaign performance, call outcomes, and agent activity.
· Collaborate with IT, operations, and compliance teams to support call center objectives.
· Work with vendors and internal teams to implement updates, patches, and integrations.
· Provide training and support to supervisors and agents on dialer usage and best practices.
· Maintain documentation for dialer configurations, processes, and compliance audits.
· All other duties as assigned

ANALYST DUTIES:

· Extract, clean, and analyze operational and financial data related to collections, agent performance, account placements, and recovery rates.
· Build dashboards and reports to visualize trends, monitor KPIs, and support leadership decisions.
· Develop predictive models and scoring algorithms to improve account segmentation and outreach effectiveness.
· Conduct ad hoc analyses to identify opportunities for improving contact strategies and portfolio performance.
· Collaborate with compliance, legal, and client services to ensure data integrity and audit readiness.