Job description
JOB TITLE: OUTBOUND CALLS DIALLER MANAGER – US OUTBOUND CALL CENTER Function : Workforce Management & Dialler Operations Shift : US Night Shift Employment Type : Full-Time Work Mode: Work From Office, Mohali, India Experience : 6–10 years (International US Outbound Call Center) Budget – 8 LPA to 12 LPA Working Days in a week- 5 Role Overview We are looking for a highly analytical and execution-focused WFM cum Outbound Dialler Manager to own end to-end workforce planning, real-time performance management, and outbound dialler strategy for a US outbound call center.
This is a mission-critical role responsible for maximizing contact rates, agent productivity, revenue conversion, SLA adherence, and cost efficiency by tightly integrating forecasting, scheduling, real-time control, and dialer optimization.
The role sits at the intersection of Operations, Sales, Technology, and Data Analytics.
Key Responsibilities 1.
Workforce Management (WFM) 2.
Real-Time Management (RTM) & Intraday Control 3.
Outbound Dialler Strategy & Management (Core Ownership) 4.
MIS, Reporting & Advanced Data Analysis 5.
Stakeholder & Leadership Collaboration Mandatory Requirements • 6–10 years of experience in WFM and/or Dialler Management in a US outbound call center • Strong understanding of US time zones, TCPA compliance, and outbound sales operations • Hands-on experience managing outbound diallers such as Convoso, Avaya, Genesys, NICE etc.
• Advanced proficiency in MS Excel (Pivot Tables, Power Query, XLOOKUP, dashboards) • Strong analytical, numerical, and problem-solving skills • Proven experience in real-time operations and high-pressure environments
This job post has been translated by AI and may contain minor differences or errors.
