Description
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

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- 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

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