You can become a part of …

… a truly aspirational brand, one of India’s fastest growing fintech companies that offers a range of financial services & products for merchants, kirana store owners and end consumers. Valued at over $2.8 Bn within a short span of 3+ years, we focus on empowering small business owners and retailers with business ranging from QR & PoS payments to easy loans to high-yield investment products which in turn enables them to grow and transform. We understand that business and culture are two sides of the same coin. So, alongside business, we are equally focused on building a culture where employees succeed unconditionally.

We believe we are in an ever-evolving space with immense opportunity to build for Bharat! Our people will enable this journey with their ideas, innovations and capabilities. We value diversity, where we encourage different points of view, ways of thinking, new capabilities to strengthen and improve the lives of our customers. And that is not all, we have a lot of fun while we explore new ideas, solve real problems, collaborate, connect — and we do it all together.

Connect with us over social media, coffee or call. We promise to excite you with an opportunity that will “change the game”!

In this role, you have the opportunity to …

 Be a part of the team building the definitive financial services platform for the consumer community in India.

 Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world.

 To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth.

Responsibilities will include …

Functional Expertise

 Overseeing, configuring, and optimizing the call center dialer system to maximize agent productivity, contact rates, and campaign performance while ensuring compliance with all regulatory requirements.

 Configure and maintain dialing campaigns, call pacing, and queue management.

 Monitor dialer performance metrics and make real-time adjustments.

 Maintain system integrations with CRM, telephony, and reporting tools.

 Analyze campaign performance (contact rate, RPC, abandonment rate, conversion rate).

 Adjust dialer settings to balance productivity and customer experience.

 Implement dialing strategies based on call volume forecasts and staffing levels.

 Generate daily, weekly, and monthly performance reports.

 Provide actionable insights to leadership and operations teams.

 Track KPIs such as Average Handle Time (AHT), Service Level, Occupancy, and Abandonment Rate.

Interaction

 Closely works with collection inhouse/outsourced partners to maintain efficient outbound and blended dialing strategies.

 Partner with IT to troubleshoot system issues and implement upgrades.

 Support Operations with campaign launches and strategic initiatives.

 Identify and resolve dialer outages or performance issues.

 Conduct system testing after updates or configuration changes.

 Manage vendor relationships and escalate technical concerns when needed.

Problem solving

 Ensure adherence to TCPA, DNC lists, and other regulatory guidelines.

 Monitor abandoned call rates and compliance thresholds.

 Maintain audit logs and documentation for internal and external reviews.

To succeed in the role

Impact

 Increase in contact and conversion rates

 Reduction in abandoned call rate

 Dialer uptime and system reliability

 Campaign ROI improvement

 Compliance adherence

Challenges & Decisions

 Evaluate the cost and find measures to reduce the cost.

 Working in a highly fast paced, challenging & competitive landscape

 Along with managing daily operational requirements , studying the portfolio and

give constructive feedback on how to improve the processes

Qualification & Experience (type & industry)

 Graduate or Post-Graduate

 5+ years of experience managing call center dialer systems (with more

than 500 callers)

Skills & know-how

 Hands-on experience with dialer platforms

 Strong analytical and reporting skills (Excel, SQL, BI tools preferred).

 Knowledge of outbound calling compliance regulations.

 Excellent problem-solving and communication skills.

 Good Analytical Skills.

 Preference to those who have managed call center setup of upto 1000 callers.

 Experience in high-volume outbound sales or collections environments.

 Problem solving and decision-making skills

 People Management skills

Behaviors

 A curious mind and a mastery over understanding the product deeply

 Strong execution capabilities and rigor – you are not afraid to get your hands dirty, are detail oriented and stay on top of things to ensure you deliver consistently