Dialer & Telephony Operations Specialist

Company: Salmon

Location: Manila, Philippines

Remote work is possible, preferred time zones GMT+5 to GMT+10

Hi, we’re Salmon 🚀

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.

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.

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