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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