– WFM Executive | Dialer Management

Position: WFM Executive – Dialer Management

Experience: 2+ Years

Industry: BPO / Contact Center

Process: US Debt Collections/ Customer Service

Location: Noida, Sector 64

Work Mode: Work from Office

Shift: US / Night Shift, Rotational Shifts

About the Role

We are looking for a WFM Executive with around 1 year of experience in Dialer Management, preferably within a US Debt Collections / US Voice process. The ideal candidate should have hands-on experience in managing dialing campaigns, monitoring dialer performance, troubleshooting issues, and coordinating closely with Operations and other internal teams.

Key Responsibilities

- Manage and monitor dialer campaigns for the US Collections process.
- Create, configure, and manage campaigns based on business and operational requirements.
- Monitor campaign performance, dialing efficiency, and agent connectivity.
- Troubleshoot and resolve dialer-related issues in coordination with relevant teams/vendors.
- Analyze dialer reports and provide meaningful insights to Operations.
- Monitor key dialer metrics such as connect rate, RPC, contact rate, attempts, and productivity.
- Coordinate with Operations to understand daily calling requirements and ensure optimal campaign utilization.
- Ensure timely campaign setup, modifications, and closure as per business requirements.
- Identify campaign-level gaps and recommend corrective actions to improve dialing performance.
- Prepare and share regular dialer/WFM reports and performance dashboards.




- Maintain accuracy of campaign configurations, data uploads, and reporting.
- Work closely with Operations, IT, and other stakeholders to ensure smooth campaign execution.
- Meet deadlines and handle multiple campaign requirements in a fast-paced environment.

Required Skills & Qualifications

- 1+ years of experience in WFM/Dialer Management, preferably in a US Voice or US Debt Collections process.
- Hands-on experience with dialer management and campaign configuration.
- Good understanding of dialer reports, campaign performance, and calling metrics.
- Ability to troubleshoot basic dialer and campaign-related issues.
- Robust MS Excel skills and ability to analyze operational data.
- Good understanding of contact center/WFM concepts and metrics.
- Strong communication and stakeholder-management skills.
- Ability to coordinate effectively with Operations and cross-functional teams.
- Strong analytical and problem-solving abilities.
- High attention to detail with the ability to work under tight deadlines.

Preferred

- Experience working with US Debt Collections / First Party / Third-Party Collections.
- Knowledge of predictive/progressive dialers and campaign management.
- Familiarity with RPC, contact rate, connect rate, abandon rate, and occupancy/productivity metrics.
- Experience working in a high-volume contact center environment.

Share your resume [email protected] Pay: ₹500,000.00 - ₹850,000.00 per year

Perks

- Versatile schedule
- Food provided
- Health insurance

Work Location: In person

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