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

1. 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

2. 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

3. 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 recent campaigns and scale-ups

4. 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

5. 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: [email protected]
? Contact: (phone hidden)

📌 Outbound Calls Dialler Manager (Sahibzada Ajit Singh Nagar)
🏢 Important Group
📍 Sahibzada Ajit Singh Nagar