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
-
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
-
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
-
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
-
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
-
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