Job title: WFM Dialler Analyst

Department – Dialler Operations - Workforce Management

Location – Mumbai / Pune

Reports to – Team Leader / Assistant Manager – WFM

Job Purpose The purpose of this role is to operate, monitor and optimise outbound dialler campaigns to achieve compliant, effective and customer-focused contact outcomes. The role converts approved campaign data and workforce inputs into controlled dialling activity, monitors performance in real time, takes timely corrective action, and coordinates with Operations, WFM, Technology, Data and other stakeholders to manage risks, incidents and escalations.

Primary Responsibilities

- Set up, launch, monitor and close outbound campaigns in line with approved operating windows, business priorities and campaign strategy.
- Manage campaign lists, including secure receipt, validation, deduplication, suppression, segmentation, recycling and controlled disposition of records.
- Ensure dialling activity follows applicable consent, contact-window, do-not-call, privacy, data-retention and client compliance requirements.
- Monitor live dialler performance across contact rate, connect rate, right-party contact, conversion, abandonment, penetration, occupancy, agent availability, pacing and list exhaustion.
- Optimise dialler settings and campaign allocations within approved guardrails, including pacing, retry rules, calling windows, priority, filters and agent-to-campaign mapping.
- Use Best Time to Contact, historical outcomes, customer segmentation and channel insights to improve contactability and productive-hour delivery.
- Balance campaign demand against available staffing and coordinate intraday actions with WFM Real-Time and Operations, including campaign prioritisation, break alignment and skill movement.
- Complete pre-dial checks covering file quality, record volumes, campaign configuration, staffing readiness, system availability and stakeholder approval before release.
- Track daily, weekly and monthly KPIs against forecast, lock and target; investigate variances and provide concise root-cause, business-impact and recovery commentary.
- Identify performance outliers and recommend corrective actions for low contactability, high abandonment, excessive retries, agent idle time, poor conversion or inefficient list utilisation.
- Manage dialler outages and degradation end to end by validating impact, raising incidents,



engaging resolver teams, implementing approved contingencies, maintaining updates and confirming recovery.
- Perform post-incident validation and maintain evidence, timelines, impact assessment, root cause and preventive actions for governance and audit purposes.
- Reconcile dialler outputs with source files, telephony records, campaign reports and downstream datasets; investigate missing, duplicate or inconsistent records.
- Prepare and distribute scheduled campaign performance reports, dashboards and stakeholder updates with clear risks, decisions, owners and due dates.
- Maintain campaign trackers, control logs, SOPs, process maps, change records, access reviews and audit evidence in line with document-control standards.
- Support UAT, production validation and controlled implementation of new campaigns, dialler features, data feeds, reporting logic and automation.
- Develop and maintain SQL, Excel, VBA or Python-based checks and automations, where authorised, to reduce manual effort and improve accuracy and turnaround time.
- Manage ad-hoc requests through agreed prioritisation and change-control processes without compromising BAU controls or campaign performance.
- Work closely with India and UK stakeholders across Operations, WFM, BI&A;, Technology, Compliance and client teams; escalate material risks promptly through the defined governance route.
- Protect confidential customer and company data, apply least-privilege access, and ensure files and outputs are stored, transferred and disposed of only through approved channels.
- Provide cross-training, process guidance and shift handovers to ensure operational continuity and consistent execution across the Dialler Operations team.

Knowledge, skills & competencies required

Functional Skills and Competencies:

- Overall Understanding of the Dialler Management
- Understands and know the purpose of the role and how it links to the other roles
- Good knowledge of MS Excel & Access in terms of Formulas, Pivots, etc.




- Programming and working knowledge of SQL / Oracle DB & VB Macros preferred
- Understands and knows key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc.
- Analyse situations, identify the gaps quickly and take necessary steps to avoid impact on outbound performance
- Hands-on understanding of predictive, progressive and preview dialling modes, pacing principles, retry strategies and campaign prioritisation.
- Strong analytical ability to interpret campaign funnels, interval trends and customer-contact outcomes, and convert findings into controlled actions.
- Working knowledge of data-quality controls, secure file handling, reconciliation, incident management, change control and audit evidence requirements.
- Ability to work accurately under time pressure, manage multiple live campaigns and escalate material risks with clear business-impact assessment.
- Experience with Genesys or an equivalent enterprise contact-centre dialler platform is preferred; exposure to SQL, Power BI, Python or workflow automation is advantageous.

Customer Focus (Core)

- Ability to maintain high confidentiality with sensitive information, and data and display integrity
- Ensure that the customer is the focus (internal and external) of all actions and decisions taken

Communication Skills

- Ensures delivery of all promises and commitments made to the customers/stakeholders
- Influences stakeholders and team members alike by creating positive relationships with them to achieve company goals
- Ability to translate and summarize analytical data findings into actionable recommendations

Interpersonal Skills and Teamwork

- To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
- Ensures that full support is rendered to all team members in conducting their day-to-day affairs and that all team decisions are supported irrespective of personal agenda

Education & Experience required:

Education

- Graduate.
- Strong knowledge of MS Office especially MS Excel, MS Access with VBA & writing macros.
- Strong Knowledge of .net, java & C++ languages
- Strong knowledge of XML coding.

Experience

- Minimum 2 years of experience in a contact-centre environment, preferably supporting outbound dialler operations, campaign management, WFM real-time operations or performance reporting.

📌 Dialer Analyst (Mumbai)
🏢 Tech Mahindra
📍 Mumbai