JOB SUMMARY The Dialer & WFM Analyst owns the full workforce and dialer lifecycle for a US outbound sales operation from forecasting and scheduling to real-time intraday management, end-to-end dialer administration, DID health, and lead/attempt quality. This is a data-driven, ownership-heavy role: the analyst is expected to deliver root-cause analysis and action plans, not just reports, while ensuring every dialing activity stays within US compliance requirements (TCPA/DNC).

KEY RESPONSIBILITIES

1. FORECASTING & CAPACITY PLANNING

- Prepare daily/weekly/monthly outbound call volume forecasts
- Forecast attempts using lead volume, source, historical connect rate, attempts/number & conversion
- Calculate required vs. available HC; factor in shrinkage, attrition, leave & training
- Flag under/overstaffing risk; size HC for new campaigns
- Maintain Forecast vs. Actual and improve accuracy continuously

2. SCHEDULING

- Build schedules aligned to forecasted calling demand
- Optimize shifts, breaks, lunches & offline activity
- Align staffing to US time zones and peak calling windows
- Build campaign-wise and interval-wise staffing plans
- Rebalance schedules against live campaign performance

3. RTA / INTRADAY MANAGEMENT Real-time ownership — not just an adherence report.

- Monitor login/logout, scheduled vs. actual hours, break/AUX, idle time, absenteeism, late login/early logout
- Track actual workload vs. forecast through the day; flag gaps immediately
- Recommend agent movement across campaigns; control break timing in peaks
- Escalate critical issues; maintain an intraday action log

4. MIS & MANAGEMENT REPORTING Owns the complete WFM/MIS reporting framework.

- Daily: Scheduled/Login/Absent/Productive/Available HC, Attempts, Connects, Connect & Conversion rate, AHT, Occupancy, Utilization, Adherence, Campaign/Lead/Dialer/DID performance
- Cadence: Intraday, EOD, Daily, Weekly, Monthly
- Delivers RCA + action plan — not just report distribution

5. END-TO-END DIALER MANAGEMENT Lead Data List Loading Campaign Setup Agent Mapping Dial Strategy Calling Monitoring Disposition Reporting Optimization

- Campaign creation/config,



lead uploads & segmentation, agent/skill mapping
- Pacing management; monitor calling windows & dialer errors
- Manage dispositions, callbacks & retry logic; monitor list penetration & attempts/number
- Remove invalid/duplicate/DNC records; coordinate with IT/dialer vendors

6. DID MANAGEMENT & BURNOUT

- Maintain DID inventory; track attempts, connects, connect rate, spam/label rate, complaints, usage by campaign/date
- Identify declining connect rates and burnout/spam-labeling risk
- Recommend DID rotation; avoid over-concentration on single DIDs
- Maintain DID performance history; escalate abnormal spam/complaint behavior

7. ATTEMPT & LEAD QUALITY MANAGEMENT

- Monitor attempt frequency per number (1st attempt connect rate through 5+ incremental yield vs. burnout risk)
- Flag over-dialed, low-value, duplicate, DNC & invalid numbers
- Identify lead sources with poor connect rates or excessive attempts-to-connect
- Objective: optimize the attempts connects qualified leads appointments sales funnel

8. CAMPAIGN & LEAD SOURCE ANALYTICS Cut by: source, campaign, date, time of day, state/time zone, agent/team, DID, attempt bucket, disposition.

- Answers: best-performing source, attempts needed per connect, highest dialer-capacity campaigns, best-performing DIDs, and optimal calling windows

9. RCA & BUSINESS RECOMMENDATIONS Problem Data Root Cause Impact Recommendation Owner Timeline

- e.g. connect-rate decline check DID spam labeling, poor source, excessive attempts, duplicate/DNC contamination, wrong windows, poor penetration
- Recommend: reallocate leads, change dial strategy, rotate DIDs, suppress bad records, adjust windows/attempts

COMPLIANCE & GOVERNANCE

- Ensure all dialing activity adheres to TCPA, FDCPA (where applicable),



and internal compliance policy
- Maintain DNC / disconnected-number / duplicate-list scrubbing and TCPA-compliant calling windows
- Maintain audit-ready documentation for dialer configuration and calling practices
- Partner with Compliance/QA on call recording, monitoring & regulatory reporting; escalate risk indicators immediately

KEY PERFORMANCE INDICATORS (KPIs)

WFM

- Forecast Accuracy, Staffing Accuracy, Schedule Efficiency
- Shrinkage, Occupancy / Utilization
- Schedule & RTA Adherence, Absenteeism, Overtime

Outbound

- Attempts / Hour, Attempts / Number
- Connect & Contact Rate, Conversion Rate, Connect-to-Conversion %
- Transfer / Appointment Rate, Productive Talk Time

Dialer

- Dialer Utilization, List Penetration, Pacing
- Attempts / Connects, Campaign Productivity
- Callback Completion, DNC/Duplicate Suppression

DID

- DID Connect Rate, DID Attempt Volume
- Spam / Complaint Rate, DID Burnout Trend
- DID-wise Conversion, DID Rotation Effectiveness

SYSTEMS & TECHNICAL SKILLS

Mandatory

- Advanced Excel — Pivot Tables, XLOOKUP/VLOOKUP, SUMIFS/COUNTIFS, IF/IFS
- Date/time calculations & Power Query
- Dashboard creation from raw dialer/CRM data

Preferred

- Power BI, SQL
- Dialer administration & CRM reporting
- WFM platforms (NICE IEX, Verint, Aspect, Calabrio) & call-center reporting systems

QUALIFICATIONS & EXPERIENCE

- Bachelor's degree in any discipline (Statistics / Business Administration preferred)
- 2–5 years as a Dialer/WFM Analyst in an international BPO / voice process (outbound sales or collections preferred)
- Prior exposure to US-based campaigns strongly preferred
- Experience with predictive dialer optimization in a high-volume outbound environment is a plus

KEY SKILLS & COMPETENCIES

- Forecasting, scheduling & intraday management
- Strong analytical / numerical reasoning with large datasets
- Working knowledge of US calling compliance (TCPA, DNC)
- Root-cause analysis & structured problem-solving
- Stakeholder management across Ops, QA, IT/dialer vendors
- Ability to work independently in a fast-paced, target-driven setting

📌 Dialer Lead (Chandigarh)
🏢 SKYSUN
📍 Chandigarh