Resolutions Lead

What you’ll do

• Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations
• Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements
• Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies
• Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency
• Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements
• Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies
• Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies
• Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness
• Drive continuous improvement initiatives through automation, testing strategies, and process optimization
• Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls

What we look for

• 3+ years of experience managing or administering a Five9 collections dialer environment
• Strong understanding of collections operations, outbound dialing strategies, and contact center workflows
• Experience with predictive, progressive, preview, and blended dialing strategies
• Experience meshing Ai agent & human agents into dialing efforts
• Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations
• Experience supporting high-volume contact center or collections environments
• Strong analytical skills with experience interpreting dialer metrics and operational performance data
• Ability to manage multiple priorities and troubleshoot operational issues in a fast-paced environment
• Experience partnering cross-functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams
• Strong written and verbal communication skills