Director of Dialer Operations & Performance Analytics

Job Description

Job Description

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.

Key Responsibilities

Dialer Operations

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.

Calling Data & Lead Analytics

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

KPI Management

Build and maintain daily, weekly, and monthly KPI dashboards.

Core metrics include:

• Dials per agent
• Contact rate
• Right-party contact rate
• Conversations per 1,000 dials
• Applications per 1,000 dials
• Application conversion rate
• Approval rate
• Funding conversion rate
• Funded deals per caller
• Funded dollars per caller
• Revenue generated per caller
• Revenue per 1,000 records
• Revenue by data source
• Cost per application
• Cost per funded deal
• Cost per funded dollar
• Data acquisition cost
• Caller and closer conversion rates

Data Testing & Optimization

Create structured tests to determine what produces the highest return.

Examples include:

• Testing different data vendors
• Comparing fresh vs. aged data
• Testing different dialing windows
• Testing geographic markets
• Testing industries
• Testing campaign strategies
• Comparing caller groups
• Measuring repeat attempts and contact frequency
• Identifying optimal number of calls per record

Every major decision regarding calling data should ultimately be supported by measurable performance.

Daily Responsibilities

The Director will monitor the sales floor throughout the day and provide management with visibility into performance.

A typical day may include reviewing the prior day’s results, launching campaigns, monitoring contact rates, reallocating data between teams, identifying underperforming campaigns, troubleshooting dialer issues, analyzing applications and fundings, and reporting findings to senior management.

The expectation is not simply to produce reports. The Director should identify problems and recommend operational changes based on the numbers.

Reporting

The Director will provide senior management with a concise daily performance report showing:

Dialer Performance

• Total records
• Total dials
• Contact rate
• Conversations

Sales Funnel

• Applications
• Approvals
• Fundings
• Funded volume

Data Performance

• Best-performing data sources
• Worst-performing data sources
• Cost per application
• Cost per funding
• Revenue/ROI by source

Sales Performance

• Top callers
• Underperforming callers
• Conversion rates
• Team comparisons

Recommendations

• What should be scaled
• What should be reduced
• What should be tested next
• Where management attention is required

Bonus / Incentive

Highrise Capital offers a performance-based bonus opportunity for exceptional results. Additional compensation may be earned based on measurable improvements in dialer efficiency, data performance, application volume, funded volume, revenue, and overall sales-floor performance.

The stronger the impact you make on the acquisition engine, the greater the opportunity to participate in performance-based upside.

Requirements

Qualifications

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.

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

Ideal Candidate

We are looking for someone who naturally asks:

Which data is producing money?

Which callers are converting it?

What time should we be calling it?

How many times should we call each record?

Where are we wasting dials?

Where are we wasting data spend?

What happens if we move more volume into our highest-performing campaigns?

The successful candidate will treat the dialer and calling database as a measurable acquisition engine and continuously work to improve its performance.

Success in This Role

Success will ultimately be measured by improvements in:

Contact Rate → Applications → Fundings → Funded Volume → Revenue

while simultaneously reducing:

Wasted Dials → Wasted Data → Cost Per Application → Cost Per Funded Deal

The goal is to build a predictable, measurable outbound acquisition system that can scale alongside Highrise Capital’s sales organization.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development