Dialer Administrator in Islamabad at National Credit Recovery Inc

• Build, set up and launch outbound campaigns on voice, email, SMS and WhatsApp to match client requirements and the statement of work (SOW).
• Design multi-channel contact plans, for example: call attempt, then SMS follow-up, then WhatsApp template, then email reminder.
• Set up dial modes (predictive, progressive, preview, power, agentless/IVR blasts) based on campaign goals and staffing.
• Manage call strategies: attempt limits, retry intervals, time-zone rules, priority, callbacks and lead recycling.
• Create and maintain disposition codes, wrap-up codes, contact outcomes and lead-status logic.
• Set up skills, queues, agent groups and campaign assignments.

• Import, scrub, segment and load contact lists.
• Run de-duplication, data formatting and validation (phone formats, email syntax, opt-in flags).
• Scrub lists against federal, provincial and internal Do-Not-Call (DNC) lists, reassigned-number databases, litigator lists and opt-out registries.
• Manage list rotation, filtering, prioritization and lead aging so lists don't burn out.
• Process client data feeds daily or intraday and confirm they arrived on time and complete.

• Watch campaign performance live and adjust pacing, dial ratio and abandon-rate settings.
• Balance agent occupancy, idle time and wait time against contact volume.
• React to intraday changes such as staffing gaps, list exhaustion, carrier problems and system errors.
• Coordinate with WFM and Operations on real-time adherence and staffing.

• Set up and manage SMS campaigns.
• Manage WhatsApp Business Platform setup: message template creation and approval, opt-in records, the 24-hour customer service window, quality ratings and messaging tier limits.
• Build and schedule email campaigns, and manage templates, sender reputation, bounce and unsubscribe handling, and deliverability.
• Monitor delivery rates, read rates, response rates and opt-outs, and fix delivery failures.

• Make sure every outbound activity follows applicable regulations.
• Keep audit trails, consent records and opt-out logs.
• Manage caller-ID and number pools: register numbers, monitor spam/“Scam Likely” labels, rotate and remediate numbers.
• Take part in client and internal compliance audits.

• Produce daily, weekly and monthly campaign reports for internal leaders and clients.
• Track and analyze KPIs, including:
  • Contact rate, right-party contact (RPC) rate and penetration rate
  • Abandon rate, answer rate and AMD (answering machine detection) accuracy
  • Conversion, promise-to-pay or sales rate
  • Agent talk, wait, wrap and idle time
  • SMS/WhatsApp delivery, read and response rates; email open, click and bounce rates
  • Cost per contact and channel effectiveness
• Find trends and recommend changes to strategy, list segmentation, best time to contact and channel mix.
• Run A/B tests on call times, message templates, caller-ID strategies and contact sequences.

• Manage user accounts, permissions, agent profiles and security roles on the dialer and messaging platforms.
• Maintain and test IVR flows, AMD settings, recordings and voicemail drop messages.
• Troubleshoot dialer, telephony, carrier and integration problems, and escalate to IT or vendors when needed.
• Coordinate with vendors on upgrades, new features, outages and support tickets.
• Write and maintain SOPs, campaign build documents and change logs.
• Support onboarding of new clients and programs, including requirements gathering and user acceptance testing (UAT).

• 2–4+ years of hands-on dialer administration experience in a contact center or BPO setting.
• Associate’s or bachelor’s degree in IT, Business Analytics or related field or experience.
• Working experience with at least one major outbound/omnichannel platform, such as: Five9, Genesys Cloud, NICE CXone, LiveVox, Noble, Avaya Proactive Contact, Aspect/Alvaria, Vicidial, Convoso, Talkdesk, TCN or Amazon Connect.
• Experience running SMS and/or WhatsApp campaigns.
• Strong working knowledge of regulations and messaging compliance rules.
• Advanced Excel skills (VLOOKUP/XLOOKUP, pivot tables, data cleanup, formulas).
• Strong analytical and problem-solving skills, with close attention to detail.
• Ability to manage several client campaigns at once in a fast-paced, deadline-driven setting.
• Clear written and verbal communication, including with clients.

• Excellent communication skills
• Organizational skills
• Time management, planning and analysis
• Detail oriented
• Computer skills – exceptional excel skills

Additional Information

• CXAi welcomes and encourages applications from people with disabilities.
• Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).
• We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.