Dialer and Campaign Operations Director

KEY RESPONSIBILITIES

Campaign Management Portal Operations:

• Own the Campaign Management Portal that feeds campaign lists and configurations into the CCaaS platform (NICE CXone Personal Connection)
• Create, configure, and manage outbound dialing campaigns using the portal's filtering engine (DPD range, balance tiers, loan product, province, action tags, payment history, contactability scores)
• Define campaign priority and scheduling rules to ensure high-value accounts are contacted first without over-penetrating lower-priority segments
• Manage skill-to-campaign assignments and route campaigns to the correct NICE CXone skills and agent queues based on segment complexity and language requirements
• Monitor the account-to-campaign assignment pipeline and resolve conflicts when accounts qualify for multiple campaigns using priority-based deduplication logic.
• Partner with IT to define portal enhancement requirements, report defects, and validate new releases before production deployment

NICE CXone Dialer Administration:

• Manage NICE CXone Personal Connection configurations including pacing, retries, redial rules, maximum attempts per record, and time-of-day and timezone compliance
• Select appropriate dialing modes (predictive, progressive, preview, agentless/IVR) based on campaign type and regulatory requirements
• Own the compliance layer, including Do Not Call list integration, consent flag enforcement, callable hours by province, and maximum attempt rules

Performance Monitoring & Optimization:

• Own outbound performance KPIs including answer rate, right-party contact rate, RPC-to-promise conversion, abandonment rate, occupancy, penetration rate, and dollars collected per hour
• Conduct weekly or biweekly dialer health checks to identify degradation in contact rates, agent idle time, and campaign under- or over-penetration
• Diagnose underperformance by campaign, skill, time window, or agent group and implement corrective actions

Strategy & Segmentation:

• Translate collections strategy into executable campaign configurations by defining who to contact, when to contact, how often to contact, and which channel to use based on DPD bucket, balance, payment behavior, and contactability
• Design and execute champion and challenger experiments on dialing strategies including attempt timing, retry cadence, voicemail drop versus live connect, and preview versus predictive modes
• Recommend treatment paths and contact intensity by lifecycle stage (1-30 DPD early stage, 31-60 mid stage, 61-90 late stage, 90+ deep delinquency)
• Partner with the Default Analytics team to incorporate propensity-to-pay, contactability, and expected value models into campaign targeting and prioritization

Dialer Reporting & Operational Documentation:

• Build and maintain campaign-level dashboards within the portal and NICE CXone reporting tools showing real-time and historical dialer performance
• Produce weekly dialer performance summaries including answer rate trends, RPC conversion, abandonment, penetration by campaign, and agent occupancy

• 3-5+ years of hands-on experience managing outbound dialing operations in a collections environment
• Direct experience administering a predictive dialer platform (NICE CXone Personal Connection preferred; Genesys, Five9, or Avaya also considered)
• Strong understanding of campaign list management, pacing strategies, retry logic, disposition mapping, and compliance rules (DNC, callable hours, consent)
• Experience managing multiple concurrent campaigns across customer segments with different contact strategies and dialing modes

Analytical & Technical Skills:

• Strong analytical ability, comfortable diagnosing campaign performance issues using data and translating findings into operational changes
• Proficiency in Excel (pivot tables, formulas, data models) for ad hoc analysis and performance tracking
• SQL experience is a strong asset, with the ability to query data warehouse tables to validate campaign populations and performance metrics
• Experience with champion and challenger testing and uplift measurement in an outbound collections context

Soft Skills:

• Ability to bridge the gap between collections strategy and dialer configuration to ensure effective execution
• Clear communicator who can explain technical dialer concepts to non-technical stakeholders and translate business requirements for IT teams
• Self-starter who identifies problems proactively and takes ownership of solutions

Nice to have:

• Experience with NICE CXone APIs (Admin, Personal Connection, Reporting) or similar CCaaS platform APIs
• Familiarity with sub-prime or near-prime lending collections and related regulatory environments such as CRTC and provincial consumer protection

Company Description:

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.