WFM Manager

Actively Reviewing the Applications

Lytegen

India, Punjab Full-Time On-site INR 5–11 LPA

Posted 21 hours ago • Apply by May 20, 2026

Job Description

Job Title: WFM & Outbound Dialler Manager - US Outbound Call Center

Function: Workforce Management & Dialler Operations

Shift: US Night Shift

Employment Type: Full-Time

Work Mode: Work From Office (Mohali)

Experience: 6-10 years (International US Outbound Call Center)

Role Overview

We are looking for a highly analytical and execution-focused WFM cum Outbound Dialler Manager to own end-to-end workforce planning, real-time performance management, and outbound dialler strategy for a US outbound call center.

This is a mission-critical role responsible for maximizing contact rates, agent productivity, revenue conversion, SLA adherence, and cost efficiency by tightly integrating forecasting, scheduling, real-time control, and dialer optimization. The role sits at the intersection of Operations, Sales, Technology, and Data Analytics.

Key Responsibilities

Workforce Management (WFM)
Own short-term and long-term forecasting for outbound campaigns based on lead volumes, contact rates, conversion trends, and business targets
Build optimized agent schedules, shift rosters, and shrinkage plans aligned to US time zones
Manage interval-level capacity planning to ensure optimal agent availability
Track and control shrinkage, absenteeism, overtime, utilization, and occupancy
Plan and manage new hire ramp-up, nesting curves, and batch-wise productivity
Drive forecast accuracy and schedule adherence improvements
Real-Time Management (RTM) & Intraday Control
Monitor live operations for adherence, occupancy, pacing, and revenue impact
Execute intraday actions such as:

Skill rebalancing
Dialler pacing adjustments
OT / VTO deployment
Queue and campaign prioritization

Proactively identify risks impacting contact rates, sales, or SLAs and take corrective action
Partner closely with Team Leaders and Operations Managers during live production
Outbound Dialler Strategy & Management (Core Ownership)
Own end-to-end outbound dialler configuration and performance
Manage:

Dialling modes (Predictive, Power, Preview, Progressive)
Dial levels and pacing
Lead recycling rules
Time-zone and compliance settings (TCPA, DNC, calling windows)

Optimize connect rates, RPC%, drop rates, and agent talk time
Analyse dialler logs, latency, voice quality, and call flows to ensure seamless calling
Coordinate with dialler vendors and IT teams for troubleshooting, upgrades, and enhancements
Ensure dialler readiness for new campaigns, scale-ups, and peak volumes
MIS, Reporting & Advanced Data Analysis
Own Daily / Weekly / Monthly MIS covering:

Productivity & utilization
Contact & conversion metrics
Dialler efficiency KPIs
Revenue pacing vs targets

Build and maintain advanced Excel dashboards and automated reports
Perform deep-dive data analysis to identify trends, leakages, and optimization opportunities
Translate data into actionable insights and operational playbooks
Support incentive modelling, performance benchmarking, and cost optimization initiatives
Ensure 100% data accuracy and reconciliation across dialler, CRM, and attendance systems
Stakeholder & Leadership Collaboration
Act as a strategic partner to Operations, Sales, QA, Training, IT, and Leadership
Support hiring plans, attrition analysis, and capacity decisions
Present insights and recommendations in business reviews and client calls
Enable leadership with real-time visibility into performance, risks, and opportunities

Key Metrics Owned

Forecast Accuracy & Schedule Adherence
Utilization, Occupancy & Shrinkage
Dialler Connect Rate, RPC%, Drop Rate
Productivity & Revenue per Agent
SLA / Pacing Achievement
MIS Accuracy, Timeliness & Insight Quality

Mandatory Requirements

6-10 years of experience in WFM and/or Dialler Management in a US outbound call center
Strong understanding of US time zones, TCPA compliance, and outbound sales operations
Hands-on experience managing outbound diallers such as Convoso, Avaya, Genesys, NICE etc
Advanced proficiency in MS Excel (Pivot Tables, Power Query, XLOOKUP, dashboards)
Strong analytical, numerical, and problem-solving skills
Proven experience in real-time operations and high-pressure environments

Preferred Skills (Good To Have)

Exposure to Power BI / Tableau or similar BI tools
Experience in Solar, Insurance, D2C, or Performance Marketing-driven outbound campaigns
Understanding of VoIP, latency, and call quality parameters
Experience working with US clients and revenue targets

Behavioural Competencies