Description

JOB TITLE: OUTBOUND CALLS 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, India

Experience: 6–10 years (International US Outbound Call Center)

Budget – 8 LPA to 12 LPA

Working Days in a week- 5

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.

Requirements

Key Responsibilities





- Workforce Management (WFM)
- Real-Time Management (RTM) & Intraday Control
- Outbound Dialler Strategy & Management (Core Ownership)
- MIS, Reporting & Advanced Data Analysis
- Stakeholder & Leadership Collaboration

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)
- Robust analytical, numerical, and problem-solving skills
- Proven experience in real-time operations and high-pressure environments

📌 WFM & Dialer Manager (Sahibzada Ajit Singh Nagar)
🏢 SKYSUN
📍 Sahibzada Ajit Singh Nagar