Head - Dialer & VoIP Operations

About The Role :

We are hiring a Head of Dialer & VoIP Operations to take full ownership of our high-volume outbound and blended dialer systems.

This person will be accountable for system setup, ongoing management, and performance optimization across all departments sales, customer service, recruitment, and support.

The ideal candidate has a strong BPO/call center background, is fluent in managing large-scale dialer operations (100,000+ dials/day), and has deep technical knowledge of VoIP, DID reputation, and dialer metrics.

Leadership and management experience is a plus, but above all, this person must be a technical and operational expert who stays on top of everything, every day.

Dialer Administration :

- Configure, manage, and maintain multiple dialer/VoIP platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or others as needed).

- Handle scaling systems capable of 100,000+ daily outbound dials with consistent performance.

- Ensure DID reputation is maintained and protected.

Performance Monitoring & Optimization :

- Track and analyze dialer KPIs: connect rates, drop rates, call quality, agent utilization, campaign results.

- Optimize dialing modes, pacing, call routing, and reporting.

- Continuously fine-tune campaigns for maximum efficiency and compliance.

Systems & Technical Support :

- Troubleshoot dialer, SIP/VoIP, CRM integrations, and API connections.

- Ensure uptime and reliability across all departments relying on dialer lines.

- Train and support users on proper dialer usage.

Compliance & Risk Management :

- Oversee adherence to DNC/TCPA and other compliance standards.

- Implement safeguards to minimize risk in high-volume outbound environments.

Skills & Qualifications:

- 5+ years of BPO/call center operations experience with direct dialer ownership.

- Proven track record of running high-volume outbound campaigns (100,000+ daily dials).

- Strong technical background: VoIP/SIP, DID management, integrations, troubleshooting.

- Hands-on experience with major dialer platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral,

or similar).

- Analytical mindset: able to read data and translate it into performance improvements.

- Highly accountable, detail-oriented, and proactive.

- Work Stability & Vision Join a company with strong long-term growth plans and a mission-driven culture.

- Leadership Autonomy Freedom to design and execute operations strategies, with the trust of global leadership.