Team Leader - Dialer Management

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.