Job Title: Team Leader - Dialer Management (Workforce Management)
Location: Ahmedabad, Gujarat
Company: Advantmed India LLP
Experience: 3+ Years
Employment Type: Full-Time
About the Role
Advantmed is seeking an experienced Team Leader - Dialer Management (WFM) to lead Workforce Management operations, real-time monitoring, and dialer functions. The ideal candidate should have strong expertise in Five9 dialer management, workforce planning, forecasting, scheduling, data analysis, and team leadership. Experience handling high-volume campaigns and driving operational efficiencies is highly preferred.
Key Responsibilities
- Lead a team of 4-5 WFM Dialer Executives.
- Manage dialer operations and campaign setup on the Five9 platform.
- Optimize dialing strategies, pacing, retry logic, and inventory prioritization.
- Monitor dialer performance and agent productivity in real time.
- Ensure SLA adherence, occupancy management, abandoned rate control, and queue management.
- Allocate leads based on campaign objectives, agent availability, and booking windows.
- Track and analyze daily operational KPIs and performance metrics.
- Collaborate with Operations and WFM teams to align staffing and productivity goals.
- Perform forecasting and capacity planning for calling queues and provider capacity.
- Manage scheduler rosters, shift planning, and break scheduling.
- Handle escalations and resolve dialer-related or lead-related issues.
- Work closely with cross-functional stakeholders to support business goals.
Required Skills
- Workforce Management (WFM)
- Dialer Management
- Five9
- Real-Time Monitoring (RTA)
- Forecasting & Capacity Planning
- Scheduling & Workforce Planning
- Data Analysis
- Advanced MS Excel
- Operations Management
- KPI Monitoring
- Stakeholder Management
- Team Leadership
- Performance Management
- Problem Solving
- Communication Skills
Preferred Skills
- Power BI
- SQL
- MySQL
- Python
- Reporting & Dashboarding
- Process Automation
- US Healthcare Operations
Qualifications
- Graduate in any discipline.
- Post-Graduation will be an added advantage.
- Experience leading teams of 10+ members in a target-driven environment.
- Strong exposure to workforce management and high-volume dialer operations.
- Experience with US Healthcare operations is preferred.
