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.

Requirements

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