Dialer Telephony Operations Specialist

Location: Manila, Philippines
Remote work is possible, preferred time zones GMT+5 to GMT+10

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