Company Description iQor is a global customer experience solutions provider serving leading brands as a portfolio company of Mill Point Capital. With 45,000 team members across 10 countries, iQor leverages three decades of industry expertise and AI-driven innovation to support the entire customer lifecycle. Through its Grow, CXBPO, and infinityAiQ delivery pillars, the company offers scalable services that enhance customer acquisition, engagement, and retention.

Backed by advanced analytics and a people-first culture, iQor turns customer interactions into measurable business growth. Recognized as a Great Place to Work® and a leader in CX excellence, iQor offers career opportunities in a dynamic, growth-focused environment.

Role Description The Manager, Workforce Management - Dialer is a full-time, on-site role based in Noida. This role is responsible for managing dialer strategies and workforce plans to ensure optimal staffing levels, service delivery, and productivity across contact center operations. Day-to-day responsibilities include monitoring real-time performance, analyzing call volume trends, and adjusting campaigns, schedules, and staffing to meet service level and efficiency targets.

The manager collaborates with operations, IT, and analytics teams to design capacity plans, optimize eWFM configurations, and report on performance, variances,



and forecast accuracy. This role also involves developing best practices, mentoring workforce management staff, and contributing to continuous improvement initiatives that support high-quality customer experiences.

Qualifications

- Candidates should possess strong Workforce Management and Workforce Planning skills, with experience in contact center or BPO environments.
- Candidates should possess Capacity Planning skills and the ability to forecast, model, and align staffing with call volume and campaign requirements.
- Candidates should possess advanced Analytical Skills, including data interpretation, trend analysis, and performance reporting.
- Candidates should possess hands-on experience with eWFM or similar workforce management tools, including configuration, scheduling, and real-time adherence monitoring.
- Relevant experience in dialer management, call routing, and campaign optimization is highly beneficial.
- Strong communication, stakeholder management, and collaboration skills, with the ability to influence operational decisions.
- Demonstrated ability to work in a fast-paced, data-driven workplace and manage multiple priorities.
- Bachelor’s degree in business, statistics, mathematics, or a related field, or equivalent practical experience.

📌 Manager, Workforce Management - Dialer (Noida)
🏢 Iqor
📍 Noida