Enterprise Collections: Operational Lead - Dialer Administrator

Questrade is on a mission to help Canadians to become much more financially successful and secure.

For nearly 30 years, Questrade Financial Group has been delivering on that mission through investing, banking, mortgages, and real estate. Together, we tilt finance in favour of ambitious Canadians, creating new ways for them to seize the financial future they deserve.

We're looking for people who are ready to enter their career inflection point. Mission-driven, exceptional folks that never settle. The work here is hard because the responsibility is real. If that's the standard you've been looking for, keep reading.

Req # 4278

The return on your career investment

• Compensation and incentives built to reward the value you bring.
• RRSP matching of up to 6%.
• Health and wellness resources and programs, including $5,000 in mental health practitioner coverage.
• $5,000 in tuition subsidies for job-related courses, every year.
• 100% parental top-up, up to 26 weeks for birthing parents and 18 weeks for non-birthing parents.
• A hybrid environment, with at least three days in the office built for working together.
• Paid vacation, personal, and sick days.
• A community care day to give back to the causes you care about.

This job posting is for an existing vacancy.

We’re looking for our next Enterprise Collections: Operational Lead - Dialer Administrator

The Enterprise Collections Operational Lead/ Dialer Manager is responsible for the strategy, configuration, and day-to-day optimization of outbound and inbound dialer platforms primarily supporting Collections Operations as well as acting as a Dialer System SME for enterprise teams. They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met.

Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations. This is a highly analytical role where all strategic decisions—from campaign pacing to customer segmentation—are driven by data. The position blends business ownership of the dialer with hands-on technical operations and production support, acting as the primary bridge between collections strategy to support customer outreaches, operations, and technology teams.

The mandate

In this role, you will:

Strategic Collections Outreaches & Dialer Optimization

• Campaign Strategy & Execution: Develop, implement, and continuously test dialing rules, including pacing, time-of-day logic, and retry strategies to optimize contact rates
• Intraday Performance Management: Monitor and adjust dialer settings in real-time to maximize agent availability, minimize downtime, and react to live abandonment rates or volume fluctuations
• Process Improvement: Identify and implement operational enhancements to streamline dialing workflows and improve overall recovery results
• Manage the strategic deployment of digital outreach channels, including SMS and emerging communication technologies, to ensure a cohesive and modern customer contact strategy

Analytical Leadership & Data-Driven Insights

• Performance Analytics: Analyze real-time and historical contact center metrics to identify trends, patterns, and opportunities for call volume optimization
• Strategic Reporting: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadership
• Cross-Functional Alignment: Partner with Operations to align dialing volumes with staffing levels, shrinkage, and intraday adjustments

Technical Oversight & Support

• Production Support & Incident Management: Provide dialer troubleshooting, participate in incident management (RCA), and lead UAT/regression testing for system changes
• Vendor & Documentation Management: Liaise with dialer vendors for troubleshooting and patching while maintaining SOPs, playbooks, and escalation paths
• Technical Translation: Act as the primary bridge by translating collections business requirements into technical specifications and change requests
  
  

Compliance, Mentorship & Leadership

• Regulatory Adherence: Ensure 100% compliance with applicable national/local regulations and internal call plans and schedules
• Lead, manage, and develop a team of dialer analysts/specialists, setting clear goals, priorities, and performance expectations
• Conduct regular 1:1s, performance review conversations
• Mentor team members on dialer strategy, data analysis, and problem-solving skills to build bench strength
• Foster a culture of accountability, continuous improvement, and collaboration within the team
• Train new team members on dialer systems, compliance requirements, and best practices
• Manage team workload, prioritization, and coverage across projects and BAU support
• Identify skill gaps and coordinate training or upskilling opportunities
• Champion knowledge-sharing across the team, ensuring documentation and cross-training reduce single points of failure

You’re ready for this mandate if you have the following qualifications

• 5+ years of experience in collections contact center operations or analytics
• 3+ years experience working with dialer platforms in a regulated environment
• Strong understanding of collections workflows, segmentation, and customer treatment strategies
• Experience supporting production systems in a Tech Ops / Prod Ops capacity
• Solid knowledge of compliance requirements impacting dialing
• Strong analytical, problem-solving, and stakeholder management skills

Nice to have

• Experience in the financial services industry
• Experience in financial services, banking, or fintech
• Exposure to SQL, reporting tools, or dialer analytics platforms
• Experience with incident management frameworks
• Vendor management experience
• Prior leadership or people-management experience

Additional Information

• Must be available to provide evening and/or weekend support

Enter your career inflection point. Apply now.

#LI-BB1

#LI-Hybrid

The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Base salary range

$94,000—$97,000 CAD

Technology and AI

We mix human ingenuity with advanced technology. For ambitious builders like you, we provide the latest technology to enable your creativity. You'll have everything you need to build the best outcomes and products for our clients.

Diversity and Inclusion

At Questrade Financial Group of Companies, we’re committed to fostering a diverse, inclusive, and accessible work environment where individuals are treated with dignity and respect. Our global team reflects the diversity of the communities we serve and operate in.

Accessibility statement

Candidates selected for an interview are contacted directly. If you require accommodation during the recruitment or selection process, please let us know. We will work with you to meet your needs.

AI in hiring

Questrade Financial Group of companies Applicant Tracking System uses artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.