Resolutions Lead

Affirm

8h•CA$77,000 - CA$127,000•Remote

About The Position

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. Affirm is committed to building scalable, customer-centric servicing and recovery operations that drive strong customer outcomes while maximizing operational efficiency. As a Dialer Manager, you will own the strategy, configuration, and day-to-day management of the collections dialer environment, ensuring optimal performance across first-party collections operations. This role is highly cross-functional and operationally critical, requiring expertise in Five9 collections dialer management, campaign strategy, workforce optimization, and regulatory compliance. The ideal candidate will combine strong analytical and technical capabilities with operational leadership to improve contact strategies, agent productivity, and recovery performance.

Requirements

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

Nice To Haves

Bachelor’s Degree or equivalent experience preferred

Responsibilities

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