Dialer Operations Lead (Collections) - Hybrid

What’s in it for you as an employee of QFG?Health & wellbeing resources and programs
Paid vacation, personal, and sick days for work-life balance
Competitive compensation and benefits packages
Work-life balance in a hybrid environment with at least 3 days in office
Career growth and development opportunities
Opportunities to contribute to community causes
Work with diverse team members in an inclusive and collaborative environment
This job posting is for an
existing vacancy.We’re looking for our next Enterprise Collections: Operational Lead - Dialer Administrator
. Could It Be You?The Enterprise Collections Operational Lead/ Dialer Manager is responsible for the strategy, configuration, and day-to-day optimization of outbound and inbound dialer platforms primarily supporting Collections Operations as well as acting as a Dialer System SME for enterprise teams. They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met.Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations. This is a highly analytical role where all strategic decisions—from campaign pacing to customer segmentation—are driven by data. The position blends business ownership of the dialer with hands-on technical operations and production support, acting as the primary bridge between collections strategy to support customer outreaches, operations, and technology teams.Need more details? Keep reading…In this role, responsibilities include but are not limited to:Strategic Collections Outreaches & Dialer OptimizationCampaign Strategy & Execution: Develop, implement, and continuously test dialing rules, including pacing, time-of-day logic, and retry strategies to optimize contact rates
Intraday Performance Management: Monitor and adjust dialer settings in real-time to maximize agent availability, minimize downtime, and react to live abandonment rates or volume fluctuations
Process Improvement: Identify and implement operational enhancements to streamline dialing workflows and improve overall recovery results
Manage the strategic deployment of digital outreach channels, including SMS and emerging communication technologies, to ensure a cohesive and modern customer contact strategy
Analytical Leadership & Data-Driven InsightsPerformance Analytics: Analyze real-time and historical contact center metrics to identify trends, patterns, and opportunities for call volume optimization
Strategic Reporting: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadership
Cross-Functional Alignment: Partner with Operations to align dialing volumes with staffing levels, shrinkage, and intraday adjustments
Technical Oversight & SupportProduction Support & Incident Management: Provide dialer troubleshooting, participate in incident management (RCA), and lead UAT/regression testing for system changes
Vendor & Documentation Management: Liaise with dialer vendors for troubleshooting and patching while maintaining SOPs, playbooks, and escalation paths
Technical Translation: Act as the primary bridge by translating collections business requirements into technical specifications and change requests
Compliance, Mentorship & LeadershipRegulatory Adherence: Ensure 100% compliance with applicable national/local regulations and internal call plans and schedulesLead, manage, and develop a team of dialer analysts/specialists, setting clear goals, priorities, and performance expectationsConduct regular 1:1s, performance review conversationsMentor team members on dialer strategy, data analysis, and problem-solving skills to build bench strengthFoster a culture of accountability, continuous improvement, and collaboration within the teamTrain new team members on dialer systems, compliance requirements, and best practicesManage team workload, prioritization, and coverage across projects and BAU supportIdentify skill gaps and coordinate training or upskilling opportunitiesChampion knowledge-sharing across the team, ensuring documentation and cross-training reduce single points of failureSo are YOU our next Enterprise Collections: Operational Lead - Dialer Administrator
? You are if you…Have 5+ years of experience in collections contact center operations or analyticsHave 3+ years experience working with dialer platforms in a regulated environmentHave strong understanding of collections workflows, segmentation, and customer treatment strategiesHave experience supporting production systems in a Tech Ops / Prod Ops capacityHave solid knowledge of compliance requirements impacting dialingHave strong analytical, problem-solving, and stakeholder management skillsAdditional kudos if you…Have experience in the financial services industry
Have experience in financial services, banking, or fintech
Have exposure to SQL, reporting tools, or dialer analytics platforms
Have experience with incident management frameworks
Have vendor management experience
Have prior leadership or people-management experience
Additional Information…Must be available to provide evening and/or weekend supportCompensation Information:Base salary range: $94,000-$97,000
The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply!#LI-BB1#LI-Hybrid
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