WFM Manager

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.

Requirements

• 6-10 years of experience in WFM and/or Dialler Management in a US outbound call center
• Strong understanding of US time zones, TCPA compliance, and outbound sales operations
• Hands-on experience managing outbound diallers such as Convoso, Avaya, Genesys, NICE etc.
• Advanced proficiency in MS Excel (Pivot Tables, Power Query, XLOOKUP, dashboards)
• Strong analytical, numerical, and problem-solving skills
• Proven experience in real-time operations and high-pressure environments
• Exposure to Power BI / Tableau or similar BI tools
• Experience in Solar, Insurance, D2C, or Performance Marketing-driven outbound campaigns
• Understanding of VoIP, latency, and call quality parameters
• Experience working with US clients and revenue targets

Benefits

• Direct impact on revenue, cost efficiency, and customer experience
• Strategic visibility with senior leadership and US clients
• Clear growth path to Head of WFM, Dialler Strategy Lead roles