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…