WFM Manager

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