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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