WFM Manager

Job Title: WFM & Outbound Dialler Manager – US Outbound Call Center

Function: Workforce Management & Dialler Operations
Shift: US Night Shift
Employment Type: Full-Time
Work Mode: Work From Office (Mohali)
Experience: 6–10 years (International US Outbound Call Center)

Role Overview

We are looking for a highly analytical and execution-focused WFM cum Outbound Dialler Manager to own end-to-end workforce planning, real-time performance management, and outbound dialler strategy for a US outbound call center.

This is a mission-critical role responsible for maximizing contact rates, agent productivity, revenue conversion, SLA adherence, and cost efficiency by tightly integrating forecasting, scheduling, real-time control, and dialer optimization