Optimize Contact Strategy for a High-Growth Fintech Lender
Our client, iCash is a market-leading Canadian fintech company redefining short-term lending through speed, accessibility, and responsible financial solutions. Since 2016, they have issued over 1.96 million loans, supporting hundreds of thousands of customers with instant approvals and 24/7 service. Known for their transparent approach and customer-first philosophy, they combine advanced technology with strong regulatory compliance. With millions in customer savings and thousands of positive reviews, they continue to scale as a trusted name in digital lending.
About the Role
Revenue growth in collections depends on intelligent dialing strategies, compliance accuracy, and data-driven execution. The Dialer & Campaign Operations Manager owns this engine, optimizing performance across campaigns and systems. This opportunity offers long-term global career progression with Emapta, built for high-caliber professionals seeking measurable impact and elite-level operational excellence.
Role Snapshot
Employment Type: Full-timeShift: Night Shift, Weekends OffWork Setup: Work From HomeSalary: PHP 50,000 - PHP 80,000
Exciting Perks Await!
Competitive Salary PackageNight differential pay to maximize your earningsPermanent WFH arrangementHMO coverage with free dependent upon regularizationFixed weekends offPrime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)Unlimited opportunities for employee referral incentives across the organizationStandard government and Emapta benefitsTotal of 20 annual leaves to be used on your own discretionFun engagement activities for employeesMentorship and exposure to global leaders and teamsCareer growth opportunitiesDiverse and supportive work environment
The Qualifications We Seek
Operational Experience
3-5+ years of hands-on experience managing outbound dialing operations in a collections environmentDirect experience administering a predictive dialer platform (NICE CXone Personal Connection preferred; Genesys, Five9, or Avaya also considered)Strong understanding of campaign list management, pacing strategies, retry logic, disposition mapping, and compliance rules (DNC, callable hours, consent)Experience managing multiple concurrent campaigns across customer segments with different contact strategies and dialing modes
Analytical & Technical Skills
Strong analytical ability, comfortable diagnosing campaign performance issues using data and translating findings into operational changesProficiency in Excel (pivot tables, formulas, data models) for ad hoc analysis and performance trackingSQL experience is a strong asset, with the ability to query data warehouse tables to validate campaign populations and performance metricsExperience with champion and challenger testing and uplift measurement in an outbound collections context
Soft Skills
Ability to bridge the gap between collections strategy and dialer configuration to ensure effective executionClear communicator who can explain technical dialer concepts to non-technical stakeholders and translate business requirements for IT teamsSelf-starter who identifies problems proactively and takes ownership of solutions
Preferred Qualifications
Experience with NICE CXone APIs (Admin, Personal Connection, Reporting) or similar CCaaS platform APIsFamiliarity with sub-prime or near-prime lending collections and related regulatory environments such as CRTC and provincial consumer protection
Key Responsibilities
Campaign Management Portal Operations
Own the Campaign Management Portal that feeds campaign lists and configurations into the CCaaS platform (NICE CXone Personal Connection)Create, configure, and manage outbound dialing campaigns using the portal's filtering engine (DPD range, balance tiers, loan product, province, action tags, payment history, contactability scores)Define campaign priority and scheduling rules to ensure high-value accounts are contacted first without over-penetrating lower-priority segmentsManage skill-to-campaign assignments and route campaigns to the correct NICE CXone skills and agent queues based on segment complexity and language requirementsMonitor the account-to-campaign assignment pipeline and resolve conflicts when accounts qualify for multiple campaigns using priority-based deduplication logicPartner with IT to define portal enhancement requirements, report defects, and validate new releases before production deployment
NICE CXone Dialer Administration
Manage NICE CXone Personal Connection configurations including pacing, retries, redial rules, maximum attempts per record, and time-of-day and timezone complianceSelect appropriate dialing modes (predictive, progressive, preview, agentless/IVR) based on campaign type and regulatory requirementsOwn the compliance layer, including Do Not Call list integration, consent flag enforcement, callable hours by province, and maximum attempt rules
Performance Monitoring & Optimization
Own outbound performance KPIs including answer rate, right-party contact rate, RPC-to-promise conversion, abandonment rate, occupancy, penetration rate, and dollars collected per hourConduct weekly or biweekly dialer health checks to identify degradation in contact rates, agent idle time, and campaign under- or over-penetrationDiagnose underperformance by campaign, skill, time window, or agent group and implement corrective actions
Strategy & Segmentation
Translate collections strategy into executable campaign configurations by defining who to contact, when to contact, how often to contact, and which channel to use based on DPD bucket, balance, payment behavior, and contactabilityDesign and execute champion and challenger experiments on dialing strategies including attempt timing, retry cadence, voicemail drop versus live connect, and preview versus predictive modesRecommend treatment paths and contact intensity by lifecycle stage (1-30 DPD early stage, 31-60 mid stage, 61-90 late stage, 90+ deep delinquency)Partner with the Default Analytics team to incorporate propensity-to-pay, contactability, and expected value models into campaign targeting and prioritization
Dialer Reporting & Operational Documentation
Build and maintain campaign-level dashboards within the portal and NICE CXone reporting tools showing real-time and historical dialer performanceProduce weekly dialer performance summaries including answer rate trends, RPC conversion, abandonment, penetration by campaign, and agent occupancy
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Great Places to Work 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!