Dialer and WFM Analyst

SkySun; Mohali, Chandigarh; On-site; INR 800,000 - 1,100,000; Full time

Job summary

SkySun in Mohali, Punjab is seeking a Dialer & WFM Analyst for an onsite night-shift role in US outbound sales. You will own forecasting, scheduling, intraday management, and end-to-end dialer operations, ensuring TCPA/DNC compliance and high-quality lead handling.

The position emphasizes data-driven root-cause analysis, actionable plans, and robust MIS reporting across campaigns and DIDs.

Qualifications

• Bachelor's degree or equivalent in any discipline; Statistics/Business Admin preferred.
• 2-5 years as a Dialer/WFM Analyst in international BPO / voice process (outbound sales or collections) preferred.
• Experience with predictive dialer optimization in high-volume outbound environments is a plus.

Responsibilities

• Forecast outbound call volume and capacity; build daily/weekly/monthly forecasts.
• Create schedules aligned to forecasted demand; optimize shifts and breaks.
• Monitor real-time intraday activity and adjust staffing across campaigns.
• Own MIS reporting: daily/intraday/weekly/monthly dashboards and RCA-based action plans.
• Manage end-to-end dialer workflow: lead uploads, mapping, pacing, dispositions, and DIDs.
• Oversee DID inventory, burnout risk, and rotation strategy to maintain efficiency.
• Monitor attempts, connect rates, and provide root-cause analysis for optimization.
• Analyze campaign/source performance and provide data-driven recommendations.

Skills

Advanced Excel

Pivot Tables

XLOOKUP/VLOOKUP

Power Query

Dashboard creation

Power BI

SQL

WFM platforms

Dialer administration

CRM reporting

Education

Bachelor's degree (Statistics / Business Administration preferred)

Tools

NICE IEX

Verint

Aspect

Calabrio

Job description

DIALER & WFM ANALYST-

DEPARTMENT-Workforce Management

PROCESS-US-Based Outbound Sales

LOCATION-Mohali, Punjab (Onsite)

Night Shift(6 days working)

JOB SUMMARY

The Dialer & WFM Analyst owns the full workforce and dialer lifecycle for a US outbound sales operation from forecasting and scheduling to real-time intraday management, end-to-end dialer administration, DID health, and lead/attempt quality. This is a data-driven, ownership-heavy role: the analyst is expected to deliver root-cause analysis and action plans, not just reports, while ensuring every dialing activity stays within US compliance requirements (TCPA/DNC).

KEY RESPONSIBILITIES

1. FORECASTING & CAPACITY PLANNING

• Prepare daily/weekly/monthly outbound call volume forecasts
• Forecast attempts using lead volume, source, historical connect rate, attempts/number & conversion
• Calculate required vs. available HC; factor in shrinkage, attrition, leave & training
• Flag under/overstaffing risk; size HC for new campaigns
• Maintain Forecast vs. Actual and improve accuracy continuously

2. SCHEDULING

• Build schedules aligned to forecasted calling demand
• Optimize shifts, breaks, lunches & offline activity
• Align staffing to US time zones and peak calling windows
• Build campaign-wise and interval-wise staffing plans
• Rebalance schedules against live campaign performance

3. RTA / INTRADAY MANAGEMENT

Real-time ownership not just an adherence report.

• Monitor login/logout, scheduled vs. actual hours, break/AUX, idle time, absenteeism, late login/early logout
• Track actual workload vs. forecast through the day; flag gaps immediately
• Recommend agent movement across campaigns; control break timing in peaks
• Escalate critical issues; maintain an intraday action log

4. MIS & MANAGEMENT REPORTING

Owns the complete WFM/MIS reporting framework.

• Daily: Scheduled/Login/Absent/Productive/Available HC, Attempts, Connects, Connect & Conversion rate, AHT, Occupancy, Utilization, Adherence, Campaign/Lead/Dialer/DID performance
• Cadence: Intraday, EOD, Daily, Weekly, Monthly
• Delivers RCA + action plan not just report distribution

5. END-TO-END DIALER MANAGEMENT

Lead Data List Loading Campaign Setup Agent Mapping Dial Strategy Calling Monitoring Disposition Reporting Optimization

• Campaign creation/config, lead uploads & segmentation, agent/skill mapping
• Pacing management; monitor calling windows & dialer errors
• Manage dispositions, callbacks & retry logic; monitor list penetration & attempts/number
• Remove invalid/duplicate/DNC records; coordinate with IT/dialer vendors

6. DID MANAGEMENT & BURNOUT

• Maintain DID inventory; track attempts, connects, connect rate, spam/label rate, complaints, usage by campaign/date
• Identify declining connect rates and burnout/spam-labeling risk
• Recommend DID rotation; avoid over-concentration on single DIDs
• Maintain DID performance history; elevate abnormal spam/complaint behavior

7. ATTEMPT & LEAD QUALITY MANAGEMENT

• Monitor attempt frequency per number (1st attempt connect rate through 5+ incremental yield vs. burnout risk)
• Flag over-dialed, low-value, duplicate, DNC & invalid numbers
• Identify lead sources with poor connect rates or excessive attempts-to-connect
• Objective: optimize the attempts connects qualified leads appointments sales funnel

8. CAMPAIGN & LEAD SOURCE ANALYTICS

Cut by: source, campaign, date, time of day, state/time zone, agent/team, DID, attempt bucket, disposition.

• Answers: best-performing source, attempts needed per connect, highest dialer-capacity campaigns, best-performing DIDs, and optimal calling windows

9. RCA & BUSINESS RECOMMENDATIONS

Problem Data Root Cause Impact Recommendation Owner Timeline

• e.g. connect-rate decline check DID spam labeling, poor source, excessive attempts, duplicate/DNC contamination, wrong windows, poor penetration
• Recommend: reallocate leads, change dial strategy, rotate DIDs, suppress bad records, adjust windows/attempts

COMPLIANCE & GOVERNANCE

• Ensure all dialing activity adheres to TCPA, FDCPA (where applicable), and internal compliance policy
• Maintain DNC / disconnected-number / duplicate-list scrubbing and TCPA-compliant calling windows
• Maintain audit-ready documentation for dialer configuration and calling practices
• Partner with Compliance/QA on call recording, monitoring & regulatory reporting; elevate risk indicators immediately

KEY PERFORMANCE INDICATORS (KPIs)-

WFM

• Forecast Accuracy, Staffing Accuracy, Schedule Efficiency
• Shrinkage, Occupancy / Utilization
• Schedule & RTA Adherence, Absenteeism, Overtime

Outbound

• Attempts / Hour, Attempts / Number
• Connect & Contact Rate, Conversion Rate, Connect-to-Conversion %
• Transfer / Appointment Rate, Productive Talk Time

Dialer

• Dialer Utilization, List Penetration, Pacing
• Attempts / Connects, Campaign Productivity
• Callback Completion, DNC/Duplicate Suppression

DID

• DID Connect Rate, DID Attempt Volume
• Spam / Complaint Rate, DID Burnout Trend
• DID-wise Conversion, DID Rotation Effectiveness

SYSTEMS & TECHNICAL SKILLS-

Mandatory

• Advanced Excel - Pivot Tables, XLOOKUP/VLOOKUP, SUMIFS/COUNTIFS, IF/IFS
• Date/time calculations & Power Query
• Dashboard creation from raw dialer/CRM data

Preferred

• Power BI, SQL
• Dialer administration & CRM reporting
• WFM platforms (NICE IEX, Verint, Aspect, Calabrio) & call-center reporting systems

QUALIFICATIONS & EXPERIENCE-

• Bachelor's degree in any discipline (Statistics / Business Administration preferred)
• 2-5 years as a Dialer/WFM Analyst in an international BPO / voice process (outbound sales or collections preferred)
• Prior exposure to US-based campaigns strongly preferred
• Experience with predictive dialer optimization in a high-volume outbound environment is a plus

KEY SKILLS & COMPETENCIES-

• Forecasting, scheduling & intraday management
• Strong analytical / numerical reasoning with large datasets
• Working knowledge of US calling compliance (TCPA, DNC)
• Root-cause analysis & structured problem-solving
• Stakeholder management across Ops, QA, IT/dialer vendors
• Ability to work independently in a fast-paced, target-driven environment