WFM & Dialer Manager

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