# WFM Manager

> Lytegen · Panchkula, India · Full-time · Posted 2026-03-03

**Salary:** INR 500,000–1,100,000

**Workplace:** on_site

## 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**

**1\. 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**

**2\. 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

**3\. 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

**4\. 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

**5\. 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**

-   Data-driven and business-first mindset
-   High ownership and accountability
-   Strong stakeholder communication and influencing skills
-   Ability to make quick, high-impact decisions in real time
-   Detail-oriented with a bias for action

**Why This Role Matters**

-   Direct impact on **revenue, cost efficiency, and customer experience**
-   Strategic visibility with senior leadership and US clients
-   Clear growth path to **Head of WFM, Dialler Strategy Lead** roles

## Apply

[Apply at Lytegen](https://apply.workable.com/lytegen-1/j/E149A41802/apply)

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