Call Center Dialer Specialist
Lytegen
- Mohali, Punjab
- Rs. 4,50,000-8,00,000 per year
- Permanent
- Full-time
Call Center Systems and Performance OptimizationWe are seeking an elite Dialer Operations Specialist who understands call center dialers at a technical, strategic, and performance level. This is not a basic admin role. This position is for someone who lives and breathes dialing systems, understands how every variable affects contact rates and cost, and can run a dialer operation with precision.We operate in a metrics-driven environment where DID health, burn rates, answer rates, connect ratios, carrier performance, and campaign efficiency are tracked to the decimal. If you only “know how to use” a dialer, this role is not for you. We are looking for someone who knows how to engineer outcomes through the dialer.This role is critical to revenue performance.Key ResponsibilitiesDialer Strategy and Optimization
- Design and manage outbound dialing strategies across power, predictive, preview, and blended campaigns
- Optimize pacing ratios, abandonment rates, call concurrency, and agent utilization
- Continuously improve connect rates and cost per contact
- Control and minimize DID burn while maximizing deliverability
- Monitor DID health, rotation, warming, recycling, and retirement
- Track burn rates by campaign, carrier, and geography
- Diagnose and resolve spam labeling, blocking, and degradation
- Manage relationships and performance across multiple carriers
- Maintain dialing compliance with TCPA, DNC, and internal policies
- Implement call throttling and call window rules
- Ensure answer machine detection and call progress detection accuracy
- Protect company reputation at the carrier and network level
- Track and report on:
– Calls answered
– Calls to connect ratio
– DID performance
– Cost per connect
– Drop rates
– Agent utilization
– Dialer efficiency
- Build dashboards and real-time monitoring systems
- Identify inefficiencies and engineer solutions
- Own the dialer infrastructure end-to-end
- Handle campaign builds, routing logic, queues, skill groups, and agent mapping
- Work closely with leadership, operations, and sales to align dialer performance with business goals
- Be the authority on dialing behavior and performance
- Power and predictive dialing algorithms
- DID warming and rotation strategies
- Carrier routing and call quality behavior
- SIP and VoIP fundamentals
- Call progress detection and AMD
- Spam mitigation strategies
- Dialer pacing math and agent occupancy modeling
- Cost control through dialing efficiency
- 3+ years managing dialers in high-volume outbound call centers
- Proven experience increasing connect rates and reducing DID burn
- Experience with platforms such as:
- Strong analytical mindset with comfort in data, ratios, and performance modeling
- Ability to explain complex dialing mechanics clearly to non-technical leadership
- Competitive fixed salary based on experience and expertise
- Zero commission structure. You are paid for mastery, not randomness
- Full ownership and authority over dialer systems and performance
- Work directly with leadership on revenue-critical infrastructure
- High-impact role where your decisions immediately affect company growth
- Long-term career stability in a core technical position
- Opportunity to build and standardize a world-class dialer operation
- Autonomy to design, test, and implement dialing strategies without micromanagement
- Exposure to advanced telecom, VoIP, and carrier-level operations
- Clear performance recognition based on measurable system improvements
- Professional environment focused on precision, accountability, and execution
- Real technical role. Not sales. Not support. Not experimental.