Dialer Specialist
MCISan Fernando, Pampanga, Philippines
Posted October 10, 2025
Full Time
About the Company
MCI is a tech-enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
Job Description
As a Dialer Specialist at MCI, you will be responsible for managing and optimizing the performance of automated dialing systems. You will configure, monitor, and troubleshoot dialer software, collaborate with operations, analytics, and compliance teams to maximize productivity.
Requirements
- Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies, to maximize agent productivity and campaign performance.
- Monitor dialer performance metrics, such as dialing penetration, connect rates, and abandon rates, and make adjustments as needed to achieve desired outcomes.
- Coordinate with campaign managers, supervisors, and team leaders to set up and launch outbound calling campaigns based on campaign requirements and business objectives.
- Manage calling lists and databases used by the dialer system, ensuring data accuracy, integrity, and compliance with regulatory requirements.
- Segment calling lists based on campaign criteria, target demographics, and performance metrics to optimize contact rates and campaign effectiveness.
- Ensure compliance with regulatory requirements, including TCPA (Telephone Consumer Protection Act) regulations, DNC (Do Not Call) regulations, and other relevant laws governing outbound calling activities.
- Perform routine maintenance tasks, software updates, and system upgrades to ensure the reliability, availability, and performance of dialer systems.
- Troubleshoot technical issues, system errors, and performance bottlenecks, and collaborate with IT support teams to resolve issues in a timely manner.
- Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness to identify trends, patterns, and opportunities for improvement.
- Provide insights and recommendations to management based on data analysis and performance metrics to optimize dialer operations and drive business results.
Benefits
- HMO Coverage
- Dental Coverage
- In-house dental assistance
- Free meal during training
- Allowances for rice, clothing, laundry and meals
- Performance and loyalty bonuses
- Frequent disinfection, fogging of workplace
- Employee shuttle services
- Company retreats and off-site events
- Career growth and learning opportunities