Outbound Calls Dialler Manager - US Outbound Call Center
Location: Mohali (Work From Office)
Shift: US Night Shift
Employment Type: Full-Time
Working Days: 5 Days/Week
Salary: 8 LPA - 12 LPA
Experience Required: 6-10 Years (International US Outbound Call Center)
Role Overview
We are hiring a
highly analytical and execution-driven WFM cum Outbound Dialler Manager to lead end-to-end workforce planning, real-time operations, and outbound dialler strategy.
This role is critical to maximizing
contact rates, agent productivity, conversions, SLA adherence, and revenue performance by integrating forecasting, scheduling, real-time decision-making, and dialler optimization.
You will work at the intersection of
Operations, Sales, Technology, and Analytics, directly impacting business outcomes.
Key Responsibilities
- Workforce Management (WFM)
- Own short-term & long-term forecasting based on leads, trends, and targets
- Create optimized schedules aligned to US time zones
- Manage capacity planning at interval level
- Control shrinkage, absenteeism, utilization, and occupancy
- Plan new hire ramp-up and productivity curves
- Improve forecast accuracy & schedule adherence
- Real-Time Management (RTM)
- Monitor live operations: adherence, pacing, occupancy, revenue
- Execute intraday actions:
- Skill rebalancing
- Dialler pacing adjustments
- OT/VTO management
- Campaign prioritization
- Identify risks and take proactive corrective actions
- Collaborate with Operations & Team Leaders during live production
- Outbound Dialler Strategy (Core Ownership)
- Manage end-to-end dialler operations
- Configure and optimize:
- Dialling modes (Predictive, Power, Preview, Progressive)
- Dial levels and pacing
- Lead recycling logic
- Compliance (TCPA, DNC, time zones)
- Improve connect rates, RPC%, drop rates, and talk time
- Analyse dialler logs, latency, and call flows
- Coordinate with IT/vendors for troubleshooting and upgrades
- Ensure readiness for new campaigns and scale-ups
- MIS, Reporting & Data Analysis
- Own Daily/Weekly/Monthly MIS reporting
- Build advanced Excel dashboards & automation
- Perform deep-dive analysis for optimization opportunities
- Provide actionable insights and recommendations
- Support incentive modelling & cost optimization
- Ensure 100% data accuracy across systems
- Stakeholder Collaboration
- Partner with Operations, Sales, QA, Training, and IT
- Support hiring plans and capacity decisions
- Present insights in business reviews & client calls
- Provide leadership with real-time performance visibility
Key Metrics Owned
- Forecast Accuracy & Schedule Adherence
- Utilization, Occupancy & Shrinkage
- Dialler KPIs: Connect Rate, RPC%, Drop Rate
- Revenue per Agent & Productivity
- SLA & Pacing Achievement
- MIS Accuracy & Insight Quality
Mandatory Requirements
- 6-10 years in WFM and/or Dialler Management (US outbound call center)
- Strong understanding of US time zones & TCPA compliance
- Hands-on experience with diallers: Convoso, Avaya, Genesys, NICE
- Advanced MS Excel skills (Pivot Tables, Power Query, XLOOKUP, dashboards)
- Strong analytical & problem-solving ability
- Experience in real-time operations
Preferred Skills
- Power BI / Tableau exposure
- Experience in Solar, Insurance, D2C, or Performance Marketing campaigns
- Knowledge of VoIP, latency, and call quality
- Experience working with US clients & revenue targets
Behavioral Competencies
- Data-driven and business-focused mindset
- High ownership and accountability
- Strong communication & stakeholder management
- Ability to make fast, high-impact decisions
- Detail-oriented with a bias for action
Why Join Us
- Direct impact on revenue and business performance
- High visibility with leadership and international clients
- Strong career growth into WFM Leadership / Dialler Strategy roles
Apply Now: [Confidential Information]
Contact: 9815896559
