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Job Description & How to Apply Below
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.
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