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.
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. Strong exposure to workforce management and high-volume dialer operations. Experience with US Healthcare operations is preferred.
📌 Team Leader - Dialer Management (Mumbai)
🏢 Advantmed India
📍 Mumbai
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