Job Title: Team Leader - Dialer Management (Workforce Management) Location: Ahmedabad, Gujarat Company: Advantmed India LLP Experience: 3+ Years Employment Type: Full-Time About the Role 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. 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 Skills Preferred Skills - Power BI - SQL - MySQL - Python - Reporting & Dashboarding - Process Automation - US Healthcare Operations Qualifications - Graduate in any discipline. - Post-Graduation will be an added advantage. - Experience leading teams of 10+ members in a target-driven environment. - Robust exposure to workforce management and high-volume dialer operations. - Experience with US Healthcare operations is preferred.

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