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 🚀
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
If you wanna join our team - feel free to apply! 👇
Apply