Team Leader - Dialer Management

Advantmed; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Advantmed India LLP seeks a Team Leader - Dialer Management (WFM) to head workforce management, real-time monitoring, and dialer functions. You will oversee a 4-5 member WFM team, manage Five9 operations, and optimize dialing strategies to improve efficiency and SLA adherence.

The role demands strong expertise in Five9, forecasting, scheduling, data analysis, and stakeholder management, with focus on high-volume campaigns and US healthcare operations when needed.

Qualifications

• Graduate in any discipline.
• Post-Graduation will be an added advantage.
• Experience leading teams of 10+ members in a target-driven environment.
• Strong exposure to workforce management and high-volume dialer operations.
• Experience with US Healthcare operations is preferred.

Responsibilities

• Lead a team of 4-5 WFM Dialer Executives.
• Manage dialer operations and campaign setup on the Five9 platform.
• Optimize dialing strategies, pacing, retry logic, and inventory prioritization.
• Monitor dialer performance and agent productivity in real time.
• Ensure SLA adherence, occupancy management, abandoned rate control, and queue management.
• Allocate leads based on campaign objectives, agent availability, and booking windows.
• Track and analyze daily operational KPIs and performance metrics.
• Collaborate with Operations and WFM teams to align staffing and productivity goals.
• Perform forecasting and capacity planning for calling queues and provider capacity.
• Manage scheduler rosters, shift planning, and break scheduling.
• Handle escalations and resolve dialer-related or lead-related issues.
• Work closely with cross-functional stakeholders to support business goals.

Skills

WFM

Dialer Management

Five9

Real-Time Monitoring

Forecasting

Scheduling

Data Analysis

Excel

Operations Management

KPI Monitoring

Stakeholder Management

Team Leadership

Performance Management

Problem Solving

Communication Skills

Education

Bachelor's degree

Post-Graduation advantageous

Tools

Power BI

SQL

MySQL

Python

Reporting & Dashboarding

Process Automation

Job description

Job Title: Team Leader - Dialer Management (Workforce Management)

Location: Ahmedabad, Gujarat

Company: Advantmed India LLP

Experience: 3+ Years

Employment Type: Full-Time

About the Role

Advantmed is seeking an experienced Team Leader - Dialer Management (WFM) to lead Workforce Management operations, real-time monitoring, and dialer functions. The ideal candidate should have strong expertise in Five9 dialer management, workforce planning, forecasting, scheduling, data analysis, and team leadership. Experience handling high-volume campaigns and driving operational efficiencies is highly preferred.

Key Responsibilities

• Lead a team of 4-5 WFM Dialer Executives.
• Manage dialer operations and campaign setup on the Five9 platform.
• Optimize dialing strategies, pacing, retry logic, and inventory prioritization.
• Monitor dialer performance and agent productivity in real time.
• Ensure SLA adherence, occupancy management, abandoned rate control, and queue management.
• Allocate leads based on campaign objectives, agent availability, and booking windows.
• Track and analyze daily operational KPIs and performance metrics.
• Collaborate with Operations and WFM teams to align staffing and productivity goals.
• Perform forecasting and capacity planning for calling queues and provider capacity.
• Manage scheduler rosters, shift planning, and break scheduling.
• Handle escalations and resolve dialer-related or lead-related issues.
• Work closely with cross-functional stakeholders to support business goals.

Required Skills

• Workforce Management (WFM)
• Dialer Management
• Five9
• Real-Time Monitoring (RTA)
• Forecasting & Capacity Planning
• Scheduling & Workforce Planning
• Data Analysis
• Advanced MS Excel
• Operations Management
• KPI Monitoring
• Stakeholder Management
• Team Leadership
• Performance Management
• Problem Solving
• Communication Skills

Preferred Skills

• Power BI
• SQL
• MySQL
• Python
• Reporting & Dashboarding
• Process Automation
• US Healthcare Operations

Qualifications

• Graduate in any discipline.
• Post-Graduation will be an added advantage.
• Experience leading teams of 10+ members in a target-driven environment.
• Strong exposure to workforce management and high-volume dialer operations.
• Experience with US Healthcare operations is preferred.