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 Responsibilities- Lead 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 Skills- Workforce Management (WFM)- Dialer Management- Five9- Real-Time Monitoring (RTA)- Forecasting & Capacity Planning- Scheduling & Workforce Planning- Data Analysis- Advanced MS Excel- Operations Management- KPI Monitoring- Stakeholder Management- Team Leadership- Performance Management- Problem Solving- Communication SkillsPreferred Skills- Power BI- SQL- MySQL- Python- Reporting & Dashboarding- Process Automation- US Healthcare OperationsQualifications- Graduate 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.