We are looking for a Call Center Workforce & Dialer Coordinator to manage the workload of our call center teams and make sure every lead is contacted at the right time. This is a line-level position reporting directly to the Director of Sales and Customer Operations. The person will own the day-to-day operation of our dialers (Unitalk, CommPeak) across our in-house and outsourced call center teams: building and prioritizing calling lists, distributing the workload between teams and campaigns, planning schedules and staffing, and continuously improving contact rates. This is not a people management role: the person will not manage agents directly, but will coordinate daily priorities and changes through the call center team leads. It is a hands-on operational role for someone who knows how a call center works from the inside, understands dialer logic and is comfortable working with data every day.
Working hours are aligned to LATAM time zones. We are not ready to watch candidates from the territory of the Russian Federation/Belarus/ Ukraine

Responsibilities:

• Manage the call center workload in real time: monitor queues, agent statuses and pauses, and coordinate with team leads to move agents between campaigns when needed
• Set up and maintain dialer campaigns and calling lists in Unitalk and CommPeak: segmentation, priorities, number of attempts, retry intervals and callbacks
• Manually distribute leads when needed and take part in lead routing improvements together with the CRM team Make sure new leads are contacted as quickly as possible and that no leads are left uncalled
• Monitor and improve contact rates: analyze connection rates by country, time of day and campaign, and test dialer settings to improve them
• Build agent schedules and calculate the number of agents needed to cover the expected workload
• Track agent productivity and pauses (talk time, utilization, occupancy, pause statuses) and flag issues to team leads
• Prepare daily and weekly reports on dialer performance and team workload
• Communicate with dialer and telephony providers on technical issues and improvements

Requirements

• 2+ years of experience in a call center, ideally in workforce management, dialer administration or real-time operations
• Hands-on experience managing call center workload, agent schedules and capacity planning
• Strong experience with predictive and auto dialers; experience with Unitalk or CommPeak is a plus
• Experience building and managing calling lists and campaigns
• Strong analytical skills and confidence working with reports, call data and spreadsheets
• Understanding of key call center metrics: contact rate, talk time, utilization, occupancy, AHT
• Experience in fintech, CFD/Forex, iGaming or high-velocity B2C sales is a plus
• Russian, mandatory
• English, B2 or higher, mandatory

Nice to have
Spanish or Portuguese language proficiency
Experience with HubSpot or another CRM
Experience working with outsourced call centers in LATAM
Working conditions

Stages:

1. Meeting with the WN recruiter
2. Meeting with the team
3. Test
4. The final with the management