Director of Dialer Operations & Performance Analytics

High Rise Capital•New York, NY

About The Position

Highrise Capital is seeking a highly analytical and operationally focused Director of Dialer Operations & Performance Analytics to oversee our outbound dialing infrastructure, calling data, lead performance, and sales KPIs. This person will be responsible for making sure our sales floor is calling the right data, at the right times, through the right campaigns, while continuously analyzing performance to increase contacts, applications, conversions, and funded volume. This is not simply an IT or dialer-administration position. We are looking for someone who understands the economics of a high-volume outbound sales operation and can use data to identify what is working, what is wasting money, and where performance can be improved. The ideal candidate has experience with high-volume call centers, financial services, MCA/business lending, insurance, debt relief, solar, mortgage, or another performance-driven outbound sales environment.

Requirements

Experience managing high-volume outbound dialing operations.
Strong understanding of call-center KPIs and sales funnels.
Advanced Excel/Google Sheets skills.
Experience building dashboards and analyzing large datasets.
Strong analytical and quantitative ability.
Ability to identify trends and turn data into operational decisions.
Experience working with CRM and dialer platforms.
Strong understanding of lead/data management.
Ability to work directly with sales leadership and senior management.

Nice To Haves

Experience in merchant cash advance, business lending, financial services, mortgage, insurance, debt settlement, or another high-volume outbound sales environment is strongly preferred.

Responsibilities

Manage and optimize the company’s outbound dialer and calling campaigns.
Build, launch, monitor, and adjust dialing campaigns throughout the day.
Manage campaign pacing, dialing ratios, dispositions, routing rules, agent groups, and lead distribution.
Monitor caller availability and ensure agents consistently have productive call volume.
Identify technical or operational issues affecting contact rates.
Coordinate with dialer providers, CRM vendors, data providers, and internal management.
Maintain clean campaign structures and accurate reporting.
Own the performance analysis of every data source used by the sales organization.
Track performance by: Data vendor, List/source, Campaign, Data age, Industry, Geography, Business type, Revenue range, Calling time, Day of week, Caller, Sales team, Closer.
Determine which data sources should be scaled, reduced, retested, or discontinued based on actual performance.
Measure the entire funnel from: Records Loaded → Dials → Contacts → Qualified Conversations → Applications → Approvals → Fundings → Revenue.
Build and maintain daily, weekly, and monthly KPI dashboards.
Create structured tests to determine what produces the highest return.
Monitor the sales floor throughout the day and provide management with visibility into performance.
Provide senior management with a concise daily performance report showing Dialer Performance, Sales Funnel, Data Performance, Sales Performance, and Recommendations.