Position Overview
San Fernando, PH
MCI is one of the fastest‑growing tech‑enabled business services companies in the USA. It offers Customer Experience, Business Process Outsourcing, and cloud technology solutions across many industries. Our contact centers use advanced technologies and offer both on‑site and remote agents.
As a Dialer Specialist you will manage and optimize automated dialing systems, configuring, monitoring, and troubleshooting dialer software. You will collaborate with operations, analytics, and compliance teams to maximize productivity and campaign performance.
Key Responsibilities
- Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies.
- Monitor dialer performance metrics such as dialing penetration, connect rates, and abandon rates, and make adjustments to achieve desired outcomes.
- Coordinate with campaign managers to set up and launch outbound calling campaigns.
- Manage calling lists and databases, ensuring accuracy, integrity, and compliance with regulatory requirements.
- Segment calling lists based on target demographics and performance metrics.
- Ensure compliance with TCPA, Do Not Call regulations, and other applicable laws.
- Perform routine maintenance, software updates, and system upgrades.
- Troubleshoot technical issues and collaborate with IT support teams.
- Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness.
- Provide insights and recommendations to management based on data analysis.
Candidate Qualifications
- Technical training or combination of training and experience.
- 3 years of experience as a Dialer Specialist.
- Comfortable working with Microsoft Office tools (Excel, Word, Outlook).
- Basic understanding of data principles and experience with Microsoft SQL Server.
- Ability to work on multiple projects simultaneously with detailed analysis and sound judgment.
- Effective communication and interpersonal skills, collaborating with cross‑functional teams.
- Ability to work in a fast‑paced environment, prioritize tasks, and adapt to changing business needs.
Compensation & Benefits
Starting compensation is based on experience. Benefits include:
- Health, dental, and vision coverage (HMO and dental).
- Dependent coverage.
- Medical insurance up to ₱100,000 for rank & file, ₱120,000 for supervisors/ managers.
- Free meal during training.
- Career growth and learning opportunities.
- Allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Employee shuttle services.
- Company retreats and off‑site events.
- Other in‑office rewards and recognition.
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Must submit up to a Level II background and/or security investigation with a fingerprint; job offers contingent on results.
- Must submit to drug screening; job offers contingent on results.
Physical Requirements
The position requires a largely sedentary office environment. The employee will need to sit or stand for long periods, operate a computer, phone, copier, and printer, and occasionally move around the office. The employee may be required to lift up to 40 pounds.
Reasonable Accommodation
Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless it would cause undue hardship.
Diversity and Equality
MCI embraces diversity and maintains a workplace free from discrimination. Hiring and employment decisions are based exclusively on merit and qualifications. MCI does not discriminate on the basis of age, race, gender, sexual orientation, disability, or any other protected characteristic. The company supports reasonable accommodation for qualified employees with disabilities.
