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