WFM & Dialer Analyst (Outbound Process)

SkySun; Sahibzada Ajit Singh Nagar; On-site; INR 800,000 - 1,200,000; Full time

Job summary

SkySun is seeking a Dialer & WFM Analyst to own the workforce lifecycle for a US outbound operation from forecasting to intraday management. You will deliver root-cause analyses, action plans, and ensure TCPA/DNC compliance across all dialing activities.

Responsibilities include forecasting, capacity planning, scheduling, real-time monitoring, and end-to-end dialer management. A data-driven approach and collaboration with IT/dialer vendors are essential.

Qualifications

• Bachelor's degree in Statistics or Business Administration or equivalent required.
• Experience with WFM concepts: forecasting, scheduling, intraday management.
• Knowledge of US calling compliance (TCPA/DNC) is preferred.

Responsibilities

• Forecast outbound call volumes and capacity for multiple campaigns.
• Build schedules aligned to forecasted demand across US time zones.
• Manage real-time intraday performance and escalate gaps promptly.
• Produce MIS & management reports and deliver actionable RCA.
• Oversee end-to-end dialer management including lead loading and DK/DNC hygiene.
• Monitor DID health, burnout risk, and dialer KPIs to optimize performance.
• Ensure compliance with TCPA/DNC and internal policies.
• Collaborate with IT/dialer vendors and QA for improvements.

Skills

Forecasting

Scheduling

Intraday management

WFM analytics

US compliance

Education

Bachelor's degree in Statistics or Business Administration

Tools

NICE IEX

Verint

Calabrio

SQL

Power BI

Job description

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)
• 47 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