Deputy Unit Manager - Digital Platforms

Location Name: Pune Corporate Office - Mantri

Job Purpose

The Manager/Deputy Unit Manager – Dialer Ops serves as the functional owner of dialer performance across DMS portfolios. The role independently manages end-to-end dialer operations, leads performance optimization, and drives analytical insights to strengthen calling effectiveness. This position acts as a bridge between tactical execution and strategic decision-making, ensuring that dialer efficiency, compliance, and penetration targets are consistently met. The role requires strong domain expertise, analytical rigor, and cross-functional collaboration.

Duties And Responsibilities

Key Responsibilities

Dialer Strategy & Execution

•  Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
•  Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
•  Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.
  
  
  

Performance Optimization & Analytics

•  Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
•  Implement dialing strategy enhancements—attempt logic, retry cycles, skill routing, and call distribution.
  
  
  

Compliance & Governance

•  Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
•  Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
•  Maintain robust documentation of campaign changes, SOP updates, and version logs.
  
  
  

Cross-Functional Coordination

•  Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
•  Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
•  Partner with Quality and Policy teams to align operational execution with business rules.
•  Coordinate with MIS teams for data validation and report automation.
  
  
  

Reporting & Governance

•  Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
•  Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
•  Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.
  
  
  

Required Qualifications And Experience

Required Skills (Expanded & Comprehensive)

Domain & Technical Expertise

•  Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
•  Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
•  In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
•  Working knowledge of CRM systems, CTI integrations, and lead management platforms.
  
  
  

Analytical & Reporting Skills

•  Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
•  SQL proficiency preferred for data extraction, query building, and troubleshooting.
•  Ability to interpret large data sets and convert findings into actionable insights.
  
  
  

Execution & Problem-Solving Skills

•  Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
•  High execution discipline with the ability to manage multiple campaigns simultaneously.
•  Strong decision-making capabilities under operational pressure.
  
  
  

Communication & Stakeholder Management

•  Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
•  Strong documentation, reporting, and presentation skills.
•  Ability to translate analytical findings into business-friendly recommendations.
  
  
  

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Eligibility

•  Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
•  Must have completed minimum tenure requirements as defined by HR.
•  No active performance improvement plan or disciplinary action.
•  Consistent performance ratings and adherence to compliance norms.

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