Job Description

Job Title: Team Leader - Dialer Management (Workforce Management)

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Location: Ahmedabad, Gujarat

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Company: Advantmed India LLP

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Experience: 3+ Years

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Employment Type: Full time

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About the Role

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Advantmed 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.

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Key Responsibilities

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- Lead a team of 4-5 WFM Dialer Executives.
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- Manage dialer operations and campaign setup on the Five9 platform.
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- Optimize dialing strategies, pacing, retry logic, and inventory prioritization.
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- Monitor dialer performance and agent productivity in real time.
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- Ensure SLA adherence, occupancy management, abandoned rate control, and queue management.
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- Allocate leads based on campaign objectives, agent availability, and booking windows.
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- Track and analyze daily operational KPIs and performance metrics.
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- Collaborate with Operations and WFM teams to align staffing and productivity goals.
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- Perform forecasting and capacity planning for calling queues and provider capacity.
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- Manage scheduler rosters, shift planning, and break scheduling.
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- Handle escalations and resolve dialer-related or lead-related issues.
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- Work closely with cross-functional stakeholders to support business goals.
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Required Skills

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- Workforce Management (WFM)
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- Dialer Management
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- Five9
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- Real-Time Monitoring (RTA)
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- Forecasting & Capacity Planning
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- Scheduling & Workforce Planning
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- Data Analysis
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- Advanced MS Excel
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- Operations Management
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- KPI Monitoring
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- Stakeholder Management
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- Team Leadership
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- Performance Management
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- Problem Solving
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- Communication Skills
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Preferred Skills

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- Power BI
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- SQL
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- MySQL
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- Python
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- Reporting & Dashboarding
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- Process Automation
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- US Healthcare Operations
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Qualifications

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- Graduate in any discipline.
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- Post-Graduation will be an added advantage.
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- Experience leading teams of 10+ members in a target-driven environment.
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- Strong exposure to workforce management and high-volume dialer operations.
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- Experience with US Healthcare operations is preferred.
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📌 Team Leader - Dialer Management (Ahmedabad)
🏢 Advantmed India
📍 Ahmedabad