Outbound Calls Dialler Manager

Outbound Calls Dialler Manager – US Outbound Call Center

📍 Location: Mohali (Work From Office)
🕒 Shift: US Night Shift
💼 Employment Type: Full-Time
📅 Working Days: 5 Days/Week
💰 Salary: ₹8 LPA – ₹12 LPA
🎯 Experience Required: 6–10 Years (International US Outbound Call Center)

Role Overview

We are hiring a highly analytical and execution-driven WFM cum Outbound Dialler Manager to lead end-to-end workforce planning, real-time operations, and outbound dialler strategy.

This role is critical to maximizing contact rates, agent productivity, conversions, SLA adherence, and revenue performance by integrating forecasting, scheduling, real-time decision-making, and dialler optimization.

You will work at the intersection of Operations, Sales, Technology, and Analytics, directly impacting business outcomes.

Key Responsibilities

1. Workforce Management (WFM)

• Own short-term & long-term forecasting based on leads, trends, and targets
• Create optimized schedules aligned to US time zones
• Manage capacity planning at interval level
• Control shrinkage, absenteeism, utilization, and occupancy
• Plan new hire ramp-up and productivity curves
• Improve forecast accuracy & schedule adherence

2. Real-Time Management (RTM)

• Monitor live operations: adherence, pacing, occupancy, revenue
• Execute intraday actions:
• Skill rebalancing
• Dialler pacing adjustments
• OT/VTO management
• Campaign prioritization
• Identify risks and take proactive corrective actions
• Collaborate with Operations & Team Leaders during live production

3. Outbound Dialler Strategy (Core Ownership)

• Manage end-to-end dialler operations
• Configure and optimize:
• Dialling modes (Predictive, Power, Preview, Progressive)
• Dial levels and pacing
• Lead recycling logic
• Compliance (TCPA, DNC, time zones)
• Improve connect rates, RPC%, drop rates, and talk time
• Analyse dialler logs, latency, and call flows
• Coordinate with IT/vendors for troubleshooting and upgrades
• Ensure readiness for new campaigns and scale-ups

4. MIS, Reporting & Data Analysis

• Own Daily/Weekly/Monthly MIS reporting
• Build advanced Excel dashboards & automation
• Perform deep-dive analysis for optimization opportunities
• Provide actionable insights and recommendations
• Support incentive modelling & cost optimization
• Ensure 100% data accuracy across systems

5. Stakeholder Collaboration

• Partner with Operations, Sales, QA, Training, and IT
• Support hiring plans and capacity decisions
• Present insights in business reviews & client calls
• Provide leadership with real-time performance visibility

Key Metrics Owned

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

Mandatory Requirements

• 6–10 years in WFM and/or Dialler Management (US outbound call center)
• Strong understanding of US time zones & TCPA compliance
• Hands-on experience with diallers: Convoso, Avaya, Genesys, NICE
• Advanced MS Excel skills (Pivot Tables, Power Query, XLOOKUP, dashboards)
• Strong analytical & problem-solving ability
• Experience in real-time operations

Preferred Skills

• Power BI / Tableau exposure
• Experience in Solar, Insurance, D2C, or Performance Marketing campaigns
• Knowledge of VoIP, latency, and call quality
• Experience working with US clients & revenue targets

Behavioral Competencies

• Data-driven and business-focused mindset
• High ownership and accountability
• Strong communication & stakeholder management
• Ability to make fast, high-impact decisions
• Detail-oriented with a bias for action

Why Join Us?

• Direct impact on revenue and business performance
• High visibility with leadership and international clients
• Strong career growth into WFM Leadership / Dialler Strategy roles

📩 monika@skysun.io
📞 Contact: 9815896559