# Outbound Calls Dialler Manager

> SkySun · Sahibzada Ajit Singh Nagar, India · Full-time · Posted 2026-03-27

**Salary:** INR 800,000–1,100,000

**Workplace:** on_site

## Description

### **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

📩 **Apply Now:** monika@skysun.io  
📞 **Contact:** 9815896559

## Apply

[Apply at SkySun](https://apply.workable.com/skysun-4/j/9EFF5ADB1D/apply)

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