Job description
Job Title: WFM & Outbound 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) Experience: 6–10 years (International US Outbound Call Center) 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) Own short-term and long-term forecasting for outbound campaigns based on lead volumes, contact rates, conversion trends, and business targets Build optimized agent schedules, shift rosters, and shrinkage plans aligned to US time zones Manage interval-level capacity planning to ensure optimal agent availability Track and control shrinkage, absenteeism, overtime, utilization, and occupancy Plan and manage new hire ramp-up , nesting curves, and batch-wise productivity Drive forecast accuracy and schedule adherence improvements 2.
Real-Time Management (RTM) & Intraday Control Monitor live operations for adherence, occupancy, pacing, and revenue impact Execute intraday actions such as: Skill rebalancing Dialler pacing adjustments OT / VTO deployment Queue and campaign prioritization Proactively identify risks impacting contact rates, sales, or SLAs and take corrective action Partner closely with Team Leaders and Operations Managers during live production 3.
Outbound Dialler Strategy & Management (Core Ownership) Own end-to-end outbound dialler configuration and performance Manage: Dialling modes (Predictive, Power, Preview, Progressive) Dial levels and pacing Lead recycling rules Time-zone and compliance settings (TCPA, DNC, calling windows) Optimize connect rates, RPC%, drop rates, and agent talk time Analyse dialler logs, latency, voice quality, and call flows to ensure seamless calling Coordinate with dialler vendors and IT teams for troubleshooting, upgrades, and enhancements Ensure dialler readiness for new campaigns, scale-ups, and peak volumes 4.
MIS, Reporting & Advanced Data Analysis Own Daily / Weekly / Monthly MIS covering: Productivity & utilization Contact & conversion metrics Dialler efficiency KPIs Revenue pacing vs targets Build and maintain advanced Excel dashboards and automated reports Perform deep-dive data analysis to identify trends, leakages, and optimization opportunities Translate data into actionable insights and operational playbooks Support incentive modelling, performance benchmarking, and cost optimization initiatives Ensure 100% data accuracy and reconciliation across dialler, CRM, and attendance systems 5.
Stakeholder & Leadership Collaboration Act as a strategic partner to Operations, Sales, QA, Training, IT, and Leadership Support hiring plans, attrition analysis, and capacity decisions Present insights and recommendations in business reviews and client calls Enable leadership with real-time visibility into performance, risks, and opportunities Key Metrics Owned Forecast Accuracy & Schedule Adherence Utilization, Occupancy & Shrinkage Dialler Connect Rate, RPC%, Drop Rate Productivity & Revenue per Agent SLA / Pacing Achievement MIS Accuracy, Timeliness & Insight Quality 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 Preferred Skills (Good to Have) Exposure to Power BI / Tableau or similar BI tools Experience in Solar, Insurance, D2C, or Performance Marketing-driven outbound campaigns Understanding of VoIP, latency, and call quality parameters Experience working with US clients and revenue targets Behavioural Competencies Data-driven and business-first mindset High ownership and accountability Strong stakeholder communication and influencing skills Ability to make quick, high-impact decisions in real time Detail-oriented with a bias for action Why This Role Matters Direct impact on revenue, cost efficiency, and customer experience Strategic visibility with senior leadership and US clients Clear growth path to Head of WFM, Dialler Strategy Lead roles
This job post has been translated by AI and may contain minor differences or errors.
