Outbound Calls Dialler Manager – US Outbound Call Center 📍 Location: Mohali (Work From Office) 🕒 Shift: US Night Shift 💼 Employment Type: Full-Time 📅 Working Days: 5 Days/Week 💰 Salary: ₹8 LPA – ₹12 LPA 🎯 Experience Required: 6–10 Years (International US Outbound Call Center) Role Overview We are hiring a highly analytical and execution-driven WFM cum Outbound Dialler Manager to lead end-to-end workforce planning, real-time operations, and outbound dialler strategy.
This role is critical to maximizing contact rates, agent productivity, conversions, SLA adherence, and revenue performance by integrating forecasting, scheduling, real-time decision-making, and dialler optimization.
You will work at the intersection of Operations, Sales, Technology, and Analytics , directly impacting business outcomes.
Key Responsibilities 1.
Workforce Management (WFM) Own short-term & long-term forecasting based on leads, trends, and targets Create optimized schedules aligned to US time zones Manage capacity planning at interval level Control shrinkage, absenteeism, utilization, and occupancy Plan new hire ramp-up and productivity curves Improve forecast accuracy & schedule adherence 2.
Real-Time Management (RTM) Monitor live operations: adherence, pacing, occupancy, revenue Execute intraday actions: Skill rebalancing Dialler pacing adjustments OT/VTO management Campaign prioritization Identify risks and take proactive corrective actions Collaborate with Operations & Team Leaders during live production 3.
Outbound Dialler Strategy (Core Ownership) Manage end-to-end dialler operations Configure and optimize: Dialling modes (Predictive, Power, Preview, Progressive) Dial levels and pacing Lead recycling logic Compliance (TCPA, DNC, time zones) Improve connect rates, RPC%, drop rates, and talk time Analyse dialler logs, latency, and call flows Coordinate with IT/vendors for troubleshooting and upgrades Ensure readiness for new campaigns and scale-ups 4.
MIS, Reporting & Data Analysis Own Daily/Weekly/Monthly MIS reporting Build advanced Excel dashboards & automation Perform deep-dive analysis for optimization opportunities Provide actionable insights and recommendations Support incentive modelling & cost optimization Ensure 100% data accuracy across systems 5.
Stakeholder Collaboration Partner with Operations, Sales, QA, Training, and IT Support hiring plans and capacity decisions Present insights in business reviews & client calls Provide leadership with real-time performance visibility Key Metrics Owned Forecast Accuracy & Schedule Adherence Utilization, Occupancy & Shrinkage Dialler KPIs: Connect Rate, RPC%, Drop Rate Revenue per Agent & Productivity SLA & Pacing Achievement MIS Accuracy & Insight Quality Mandatory Requirements 6–10 years in WFM and/or Dialler Management (US outbound call center) Strong understanding of US time zones & TCPA compliance Hands-on experience with diallers: Convoso, Avaya, Genesys, NICE Advanced MS Excel skills (Pivot Tables, Power Query, XLOOKUP, dashboards) Strong analytical & problem-solving ability Experience in real-time operations Preferred Skills Power BI / Tableau exposure Experience in Solar, Insurance, D2C, or Performance Marketing campaigns Knowledge of VoIP, latency, and call quality Experience working with US clients & revenue targets Behavioral Competencies Data-driven and business-focused mindset High ownership and accountability Strong communication & stakeholder management Ability to make fast, high-impact decisions Detail-oriented with a bias for action Why Join Us?
Direct impact on revenue and business performance High visibility with leadership and international clients Strong career growth into WFM Leadership / Dialler Strategy roles 📩 Apply Now: monika@skysun.
io 📞 Contact: 9815896559
