Location: Mohali / Chandigarh, India
Shift: Nighttime (U.S. Hours – 12:30 AM – 9:30 AM IST)
Type: Full-Time, On-site
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.
Requirements
Key Responsibilities
- 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.
- Cross-Department Support
- Enable sales, customer service, recruitment, and admin teams with optimized dialer access.
- Provide reporting and insights to leadership on performance and trends.
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.
Benefits
- Competitive Compensation – Attractive salary package with performance-based incentives.
- Global Exposure – Direct collaboration with U.S. leadership and cross-border teams.
- Career Growth – Clear progression path toward senior leadership roles in a fast-scaling company.
- Impact-Driven Work – Be part of the renewable energy sector and contribute to sustainability.
- Professional Development – Opportunities to lead cross-functional projects, implement global best practices, and upskill through learning initiatives.
- Collaborative Culture – Work with driven, talented peers in an inclusive and supportive environment.
- 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.
- Recognition & Rewards – Regular acknowledgment for high performance and impact delivered.