Dialer & Telephony Operations Specialist
Company: Salmon
Location: Manila, Philippines
Remote work is possible, core working hours are 12:00 - 18:00 GMT+8
Hi, we’re Salmon 🚀
We are looking for a Telephony & Auto-Dialer Specialist to ensure stable operation and performance of our Contact Center telephony infrastructure. You will own campaign configuration, KPI monitoring, incident response, and drive ongoing optimization and automation in close partnership with IT and Operations.
Key responsibilities:
- Ensure stable operation of the auto-dialer and telephony system.
- Create, configure, and support inbound and outbound calling campaigns.
- Manage dialing parameters and monitor performance of inbound/outbound lines.
- Analyze operational metrics and develop initiatives to improve line efficiency.
- Set up, implement, and automate reporting for key KPIs.
- Daily control of the team’s KPI performance.
- Coordinate with IT, telecom providers, and cross-functional teams to ensure uninterrupted system performance.
What we expect from candidate:
- At least 1 year of experience in a similar role.
- Hands-on experience in configuring, supporting, and administering an auto-dialer and telephony system (including greenfield / from-scratch launches) on platforms such as Webitel, Naumen, Genesys, Avaya, etc.
- Understanding of how inbound and outbound calling works.
- Knowledge of key contact center KPIs (CR, Spin Rate, ASR, LCR, Total Calls, AWT, AHT) and ability to analyze performance metrics.
- Experience with monitoring systems (Zabbix, Grafana, etc.).
- Experience building operational reporting and analytics.
- Strong Excel skills (formulas, pivot tables, data analysis).
- SQL query writing experience is a plus.
- Proactive, results-oriented approach.
Why would it be cool to work with us?
What we create
- Modern banking services for millions of Filipinos
- Cutting-edge solutions based on the best world practices and AI implementation
- Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia
- A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market
- An environment that allows you to launch new products in 3-4 months
- A basis for expanding into new markets all over the world
What we offer
- Passionate international team spanning the globe
- Rapid professional growth. Merit (and merit only) rules the day
- Reward for performance and long-term success of Salmon
- Fast track to grow internationally
- New office in Manila, Philippines
- Relocation support for eligible candidates
- Remote and hybrid options
- Medical insurance, health and wellness benefits
- Program of events and activities both online and in person
