Dialer Management Lead

The Dialer Management Lead oversees outbound contact strategy and dialer performance to help collections or customer-contact teams work efficiently while maintaining compliant customer interactions. The position combines campaign setup, operational monitoring, data analysis, and coordination with workforce, technology, and business teams.

Key Responsibilities

• Configure and monitor dialer campaigns, calling rules, contact lists, and campaign schedules.
• Review contact rates, right-party contacts, productivity, conversion, and other campaign indicators.
• Coordinate list loading, data hygiene, segmentation, and campaign prioritization with relevant teams.
• Adjust dialer settings in response to performance trends, operational capacity, and approved policies.
• Investigate technical or process issues and coordinate resolution with IT and platform providers.
• Produce performance reports and recommend improvements to contact strategy and agent productivity.
• Ensure calling activity follows applicable privacy, customer-treatment, and internal compliance standards.

Requirements and Qualifications

Relevant experience in dialer operations, contact-centre management, collections, or campaign analytics is valuable. The role calls for strong analytical ability, operational judgement, communication, and familiarity with dialer platforms and reporting tools. Knowledge of regulated customer-contact practices, data quality, workforce planning, and performance management is advantageous.

Skills

• Clear communication and effective stakeholder coordination.
• Analytical thinking, accuracy, and structured problem-solving.
• Ability to prioritise work, document outcomes, and follow established controls.
• Commitment to customer service, confidentiality, and continuous improvement.

Employment Details

This is a full-time opportunity with RAKBANK in the United Arab Emirates. The exact work arrangement, salary, benefits, and any additional eligibility conditions should be confirmed through the application listing. Applicants should ensure that their experience and qualifications match the position and provide accurate information in their application.