Outbound Calls Dialler Manager

SkySun

Mohali, Punjab
Rs. 8,00,000-11,00,000 per year
Permanent
Full-time

3 days ago
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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 OverviewWe 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 Responsibilities1. 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

📩 Apply Now:
📞 Contact: 9815896559

SkySun