Head of Dialer & VoIP Operations

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.

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.
  
  
  

• 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.