Job Title: Team Leader - Dialer Management (Workforce Management)Location: Ahmedabad, GujaratCompany: Advantmed India LLPExperience: 3+ YearsEmployment Type: Full-TimeAbout the RoleAdvantmed 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 ResponsibilitiesLead 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 SkillsWorkforce Management (WFM)Dialer ManagementFive9Real-Time Monitoring (RTA)Forecasting & Capacity PlanningScheduling & Workforce PlanningData AnalysisAdvanced MS ExcelOperations ManagementKPI MonitoringStakeholder ManagementTeam LeadershipPerformance ManagementProblem SolvingCommunication SkillsPreferred SkillsPower BISQLMySQLPythonReporting & DashboardingProcess AutomationUS Healthcare OperationsQualificationsGraduate in any discipline.Post-Graduation will be an added advantage.Experience leading teams of 10+ members in a target-driven setting.Strong exposure to workforce management and high-volume dialer operations.Experience with US Healthcare operations is preferred.

📌 Team Leader - Dialer Management (Ahmedabad)
🏢 Advantmed India
📍 Ahmedabad