Dialer Supervisor (Domestic)

• Monitor and oversee the daily operation of the dialer system to ensure smooth, efficient, and uninterrupted contact center performance.
• Identify and resolve dialer-related issues while coordinating with internal support teams as needed.

• Configure and maintain outbound dialing campaigns, including call lists, dialing modes, schedules, and call rules.
• Ensure campaigns are executed accurately and aligned with operational goals and compliance requirements.

• Monitor dialer performance metrics, agent productivity, and campaign effectiveness.
• Generate regular reports and provide insights to improve dialing efficiency, contact rates, and overall campaign performance.

• Perform routine dialer administration, including data imports and exports, user management, and system configuration.
• Assist in troubleshooting system issues and coordinate with IT or vendors for timely resolution.

• Ensure dialing activities comply with applicable regulations, including TCPA, DNC, and internal company policies.
• Conduct routine audits to maintain compliance and recommend corrective actions when necessary.

• Train and coach agents and team leaders on dialer best practices, system usage, and compliance standards.
• Provide ongoing guidance to help improve operational efficiency and campaign results.

• Identify opportunities to improve dialer performance, workflow efficiency, and campaign execution.
• Recommend enhancements based on operational data and day-to-day observations.

• Monitor and maintain SIP and SIM connectivity to support reliable dialer operations.
• Escalate and coordinate technical issues affecting system performance.
  

• Experience: 2–4 years of experience in dialer administration, workforce management, or contact center operations, with at least 1 year in a supervisory or lead role preferred.
• Technical Skills: Working knowledge of predictive/progressive dialer systems, campaign management, SIP/SIM management, and Microsoft Excel. Familiarity with TCPA, DNC, and other contact center compliance standards is an advantage.
• Analytical Skills: Ability to analyze operational metrics, identify trends, and recommend improvements to maximize campaign performance.
• Communication: Strong communication and collaboration skills with the ability to work effectively across operations, IT, and support teams.
• Leadership: Demonstrated ability to coach, mentor, and support frontline teams while driving operational excellence in a fast-paced contact center environment.

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.