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 robust 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.