Contact Center Manager

Job Title: Contact Center SME – Auto Dialer Implementation (Collection Department)Location: Papua New GuineaFull TimeInitial 2-3 months- travels to PNG after that Remote working from India PNG shift (3.30 am IST onwards).About the Role:We are looking for a Subject Matter Expert (SME) in Contact Center Technologies to lead the implementation of an Auto Dialer system for the Collections Department of a bank.The ideal candidate will have deep expertise in outbound contact center solutions, predictive dialing strategies, compliance-driven collections processes, and AI-based automation.Key Responsibilities:• Lead the implementation of an Auto Dialer system (Predictive, Progressive, and Preview dialing modes) for collections operations.• Ensure seamless integration with the bank’s CRM, collections, core banking systems, and payment processing platforms.• Design and optimize campaign management strategies, including call prioritization, segmentation, and agent workflows.• Ensure compliance with TCPA, FDCPA, GDPR, and other banking regulations related to outbound calling.• Define and implement dialer performance KPIs, including connect rates, agent occupancy, and right-party contact (RPC) rates.• Work with AI-driven analytics and voice bots to enhance automated debt recovery and reduce agent workload.• Oversee agent scripting, call disposition management, and automated follow-up processes.• Ensure workforce management (WFM) alignment to optimize agent productivity and call load balancing.• Collaborate with IT, vendors, and business stakeholders to ensure a scalable and efficient dialer deployment.• Monitor dialer performance and optimizealgorithms for better efficiency and regulatory adherence.Required Skills & Experience:• 5+ years of experience in contact center and auto dialer implementation within banking or financial services.• Hands-on expertise with Auto Dialer solutions (Genesys, Avaya, Cisco, Five9, Aspect, NICE, or equivalent).• Strong knowledge of predictive, progressive, and preview dialing modes.• Experience with collections operations, debt recovery strategies, and compliance-driven calling processes.• Understanding of speech analytics, AI-powered call automation, and self-service solutions.• Deep expertise in campaign management, call flow design, and outbound call center optimization.• Knowledge of multi-country, multi-currency collections processes.• Experience in data analytics, reporting, and dialer performance optimization.• Strong project management and stakeholder management skills.Preferred Qualifications:• Certifications in Genesys, Avaya, Cisco, Five9, Aspect, or NICE dialer systems.• Experience in AI-driven conversational bots and automated debt collection solutions.• Background in compliance frameworks for outbound collections.

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