Job Description
Job Title: Team Leader - Dialer Management (Workforce Management)
nLocation: Ahmedabad, Gujarat
nCompany: Advantmed India LLP
nExperience: 3+ Years
nEmployment Type: Full time
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nAbout the Role
nAdvantmed 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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nKey Responsibilities
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- Lead a team of 4-5 WFM Dialer Executives.n
- Manage dialer operations and campaign setup on the Five9 platform.n
- Optimize dialing strategies, pacing, retry logic, and inventory prioritization.n
- Monitor dialer performance and agent productivity in real time.n
- Ensure SLA adherence, occupancy management, abandoned rate control, and queue management.n
- Allocate leads based on campaign objectives, agent availability,



and booking windows.n
- Track and analyze daily operational KPIs and performance metrics.n
- Collaborate with Operations and WFM teams to align staffing and productivity goals.n
- Perform forecasting and capacity planning for calling queues and provider capacity.n
- Manage scheduler rosters, shift planning, and break scheduling.n
- Handle escalations and resolve dialer-related or lead-related issues.n
- Work closely with cross-functional stakeholders to support business goals.n

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nRequired Skills
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- Workforce Management (WFM)n
- Dialer Managementn
- Five9n
- Real-Time Monitoring (RTA)n
- Forecasting & Capacity Planningn
- Scheduling & Workforce Planningn
- Data Analysisn
- Advanced MS Exceln
- Operations Managementn
- KPI Monitoringn
- Stakeholder Managementn
- Team Leadershipn
- Performance Managementn
- Problem Solvingn
- Communication Skillsn

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nP

📌 Team Leader (India)
🏢 Advantmed India
📍 India