The Dialer Manager serves as the strategic owner of Selene's outbound dialing programs, campaign execution strategy, and investor-facing contact center initiatives. This position acts as the critical bridge between business stakeholders, investors, servicing operations, contact center leadership, and technology teams to ensure dialing campaigns are designed, implemented, managed, and optimized to achieve operational, compliance, and performance objectives.

The ideal candidate possesses a unique blend of contact center operations expertise, campaign management experience, client-facing communication skills, and analytical capabilities. This individual will translate business requirements into actionable dialing strategies, oversee campaign execution, monitor performance results, and drive continuous improvements across the dialer environment.

This is a management-level position responsible for campaign governance, stakeholder alignment, operational execution, and performance optimization rather than day-to-day reporting or technical administration.

Essential Duties and Responsibilities

Campaign Strategy & Dialer Management

• Serve as the business owner for outbound dialing strategies and campaigns across the contact center.
• Develop, manage, and optimize dialing campaigns to support servicing, customer outreach, collections, loss mitigation, borrower engagement, and investor initiatives.
• Establish campaign priorities, dialing strategies, segmentation methodologies, and outreach plans aligned with business goals.
• Ensure campaign configurations, call treatments, and outreach strategies maximize borrower engagement and operational effectiveness.
• Partner with telephony, workforce management, technology, and operations teams to ensure successful campaign deployment and execution.
• Monitor campaign performance and make strategic recommendations to improve results, efficiency, and resource utilization.

Investor & Client Relationship Management

• Serve as the primary liaison between investors, business stakeholders, and contact center operations.
• Participate in investor and client discussions to understand business objectives, campaign requests, servicing priorities, and performance expectations.
• Translate business requirements into executable dialing strategies and operational action plans.
• Ensure investor requirements are implemented accurately and consistently across the contact center environment.
• Provide regular updates to stakeholders regarding campaign performance, implementation status, risks, and opportunities.

Operational Leadership

• Coordinate with Contact Center Operations to ensure campaigns align with staffing models, servicing priorities, and organizational objectives.
• Work closely with workforce management and operational leadership to balance inbound service levels with outbound campaign activity.
• Identify operational risks and proactively implement solutions to minimize business impact.
• Support leadership decision-making through performance analysis and data-driven recommendations.
• Help establish governance processes that ensure campaign consistency, accountability, and regulatory compliance.

Performance Monitoring & Analytics

• Monitor and evaluate campaign effectiveness through key performance indicators, operational metrics, and investor-specific outcomes.
• Analyze dialer results, contact rates, right-party contact performance, promise-to-pay metrics, operational productivity, and other relevant measures.
• Develop executive-level reporting and performance summaries for operational and leadership teams.
• Identify and communicate opportunities for performance improvement, process enhancements, and campaign optimization.
• Track trends and provide actionable recommendations based on campaign and operational analytics.

Process Improvement & Strategic Initiatives

• Lead continuous improvement efforts related to contact strategies, campaign execution, dialer effectiveness, and customer engagement.
• Partner with Technology and Contact Center teams on automation, AI, analytics, and future-state contact center initiatives.
• Assist in evaluating and implementing new contact center capabilities, tools, and outreach methodologies.
• Promote operational excellence through standardized processes, best practices, and stakeholder collaboration.
• Support organizational growth initiatives and evolving investor requirements.

Compliance & Risk Management

• Ensure all dialing activities comply with company policies, investor guidelines, regulatory requirements, and applicable customer communication standards.
• Partner with Compliance and Risk teams to identify and mitigate operational and regulatory risks.
• Maintain oversight of campaign controls, documentation, and operational governance processes.
• Monitor campaign execution to ensure adherence to internal quality and compliance expectations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Required Experience

• Minimum of 5 years of experience in Contact Center Operations, Dialer Management, Workforce Management, Customer Experience, or Call Center Strategy.
• Minimum of 3 years of experience managing outbound dialer campaigns or large-scale contact center outreach programs.
• Experience serving as a liaison between business stakeholders and operational teams.
• Experience translating business objectives into operational strategies and executable solutions.
• Demonstrated success managing complex projects involving multiple departments and stakeholders.
• Experience analyzing performance data and driving operational improvements.

Preferred Experience

• Mortgage servicing, financial services, banking, collections, customer care, or related regulated industry experience.
• Experience working directly with investors, clients, vendors, or executive stakeholders.
• Experience with Alvaria, Genesys Cloud, NICE, Five9, Amazon Connect, or other enterprise contact center platforms.
• Familiarity with workforce management concepts, call-routing strategies, and contact center analytics.
• Experience supporting large-scale servicing or customer engagement operations.