WFM Team Lead

WFM TEAM LEADER

Department-Workforce Management

Process-US-Based Outbound Sales

Location-Mohali, Punjab (Onsite)

Shift-US Hours / Night Shift

Team Size-2 to 6 Analysts

Job Summary

The WFM Team Leader owns end-to-end leadership of the workforce and dialer function for a US outbound sales operation setting the forecasting, scheduling, real-time, dialer, DID, and compliance strategy that the Dialer & WFM Analyst team executes daily. This is a strategic, accountability-heavy role: the Team Leader is the single point of ownership for WFM accuracy, dialer performance, and TCPA/DNC compliance across the process, the escalation point for real-time risk, the people leader responsible for hiring, coaching, and developing analysts, and the primary WFM interface to senior leadership and clients. The role is expected to convert raw performance data into governed, audit-ready decisions and to build the SOPs, scorecards, and playbooks that let the operation scale reliably as headcount and campaign volume grow.

1. Strategic Forecasting & Capacity Planning

Owns the forecasting methodology and signs off on every published forecast before it drives staffing or budget decisions.

• Own the end-to-end forecasting methodology (attempts, connect rate, conversion) and approve all daily/weekly/monthly forecasts before publication
• Translate forecasts into headcount and budget requirements; present capacity plans and hiring asks to senior leadership
• Set and defend forecast-accuracy targets across the team; run structured forecast-vs-actual reviews and drive corrective action on recurring variance
• Own shrinkage, attrition, and training-pipeline assumptions; build multi-month/quarter capacity models to support planned campaign growth
• Approve staffing sizing for new campaign launches and ramp plans, factoring risk buffers and compliance headcount

2. Scheduling Strategy & Governance

• Own the scheduling framework and approve all campaign-wise and interval-wise staffing plans built by analysts
• Set policy for shift design, break/lunch structuring, and offline-activity allowances across US time-zone coverage
• Govern schedule change control no live rebalancing goes out without Team Leader review on high-risk campaigns
• Audit schedule adherence and efficiency trends weekly; hold analysts accountable to schedule-efficiency targets

3. Real-Time & Intraday Leadership

Owns the real-time war room and is the named escalation point for every intraday risk.

• Chair intraday reviews; hold final authority on cross-campaign agent movement and break-timing decisions in peak windows
• Set escalation thresholds and response SLAs for gaps in scheduled-vs-actual workload; own the intraday action log as a governance record
• Be the single point of contact for leadership/client escalations on real-time performance during shift
• Drive root-cause resolution on adherence, absenteeism, and late-login/early-logout trends across the team

4. MIS & Executive Reporting

• Own the complete WFM/MIS reporting framework and certify data integrity before distribution
• Present daily/weekly/monthly performance — with RCA and action plans — to senior leadership and clients
• Standardize reporting cadence and templates across all campaigns; drive automation and self-service dashboarding (Power BI/SQL) to replace manual reporting
• Track team-level reporting accuracy and turnaround as a coached KPI for each analyst

5. Dialer Strategy & Vendor Governance

• Strong working knowledge of dialer platforms (e.g., Convoso, Five9, Genesys, Aspect, NICE, or similar)
• Proficiency in WFM tools (Excel/Google Sheets at minimum; Verint, NICE WFM, Aspect WFM, or similar preferred) Own dialer strategy (pacing philosophy, power vs. predictive dial decisions) and approve campaign configuration standards
• Govern lead segmentation, agent/skill-mapping standards, and disposition/retry logic policy across campaigns
• Own the relationship with IT/dialer vendors; escalate and drive resolution on systemic dialer errors or pacing issues
• Set and audit standards for list-penetration and attempts-per-number targets by campaign

6. DID Health, Burnout Risk & Governance

• Own DID portfolio health as a compliance and reputational risk category, not just an operational metric
• Approve DID rotation strategy and set thresholds that trigger mandatory rotation or number retirement
• Escalate abnormal spam/complaint trends to leadership and Compliance immediately; own the remediation plan
• Maintain long-range DID performance history for audit and vendor negotiation purposes

7. Lead & Attempt Quality Strategy

• Set attempt-frequency policy per number, balancing incremental yield against burnout and complaint risk
• Own lead-source scorecarding; make the call on suppressing or reallocating underperforming sources
• Hold ultimate accountability for the attempts connects qualified leads appointments sales funnel

8. Campaign & Lead Source Analytics — Strategic Decisioning

• Use multi-cut analysis (source, campaign, DID, time zone, agent/team) to make resourcing and lead-buy recommendations to leadership
• Benchmark campaign and source performance against industry best practice; identify structural, not just tactical, improvement opportunities

9. RCA, Compliance & Governance Ownership

Carries full accountability for TCPA/DNC compliance and audit readiness across the process — the buck stops here.

• Own the RCA discipline across the team: review and approve every RCA before it reaches leadership; ensure the Problem Data Root Cause Impact Recommendation Owner Timeline standard is followed without exception
• Own compliance sign-off for all dialing activity against TCPA, FDCPA (where applicable), and internal policy; hold personal accountability for audit outcomes
• Maintain and continuously improve DNC/disconnected-number/duplicate-list scrubbing governance and TCPA-compliant calling-window policy
• Own audit-ready documentation standards for dialer configuration and calling practice; lead internal and client compliance audits
• Act as the primary WFM partner to Compliance/QA on call recording, monitoring, and regulatory reporting; escalate risk indicators to leadership immediately and drive closure

10. People Leadership & Team Development

• Hire, onboard, train, and performance-manage Dialer & WFM Analysts; build and maintain role-specific SOPs and certification checklists
• Run structured coaching and scorecard reviews; build succession depth so the team is never single-threaded on any function (forecasting, dialer admin, MIS)
• Own team engagement and attrition within WFM; conduct regular 1:1s and career-development planning for analysts

11. Stakeholder & Client Management

• Represent WFM in daily/weekly/monthly business reviews with senior leadership and client stakeholders
• Own escalation management for client-facing WFM or compliance concerns; negotiate resourcing and SLA trade-offs directly with stakeholders
• Partner cross-functionally with Ops, QA, IT/dialer vendors, and HR to remove systemic blockers to performance

12. Continuous Improvement & Scale Readiness

• Continuously benchmark team tools, dashboards, and processes against industry-best WFM practice; drive adoption of Power BI/SQL-based automation over manual reporting
• Own the WFM playbook and standardize it for replication across new campaigns, sites, or geographies as the operation scales
• Build the governance, controls, and reporting rigor expected of a large, multi-site outbound operation, and continuously raise the quality bar across forecasting, scheduling, dialer, and compliance functions

Compliance & Governance — Ownership

The WFM Team Leader is the named owner of WFM/dialer compliance and governance for the process, accountable for:

• Full TCPA / DNC / FDCPA (where applicable) calling-compliance posture across all campaigns
• Audit-readiness of dialer configuration, DID inventory, and calling-window documentation at all times
• Sign-off authority on new campaign configurations, DID rotations, and dial-strategy changes with compliance implications
• Immediate escalation and remediation ownership for any compliance risk indicator (spam/complaint spikes, DNC contamination, window violations)
• Maintaining a governance calendar of recurring audits, policy reviews, and compliance training refreshers for the team

Key Performance Indicators (KPIs) — Team-Level Accountability

WFM

Forecast Accuracy, Staffing Accuracy, Schedule Efficiency, Shrinkage, Occupancy/Utilization, Adherence, Overtime — owned across the full team

Outbound

Attempts/Hour, Connect & Contact Rate, Conversion Rate, Connect-to-Conversion %, Transfer/Appointment Rate — owned at process level

Dialer

Dialer Utilization, List Penetration, Pacing, Campaign Productivity, DNC/Duplicate Suppression — owned at process level

DID

DID Connect Rate, Spam/Complaint Rate, DID Burnout Trend, DID Rotation Effectiveness — owned as a risk category

Compliance

Zero critical audit findings, 100% documentation completeness, escalation SLA adherence

People

Team attrition, coaching-plan completion, analyst certification/succession coverage

Systems & Technical Skills

Mandatory

• Advanced Excel — Pivot Tables, XLOOKUP/VLOOKUP, SUMIFS/COUNTIFS, IF/IFS, Power Query
• Power BI and SQL for executive dashboarding and self-service reporting
• Dialer administration and CRM reporting at an administrator/approver level
• WFM platforms (NICE IEX, Verint, Aspect, Calabrio) and call-center reporting systems

Preferred

• Exposure to automation/scripting for reporting pipelines (Python/VBA)
• Experience configuring or administering multiple dialer platforms across vendors

Qualifications & Experience

• Bachelor's degree in any discipline (Statistics / Business Administration preferred); Master's/MBA a plus
• 5–8 years in Workforce Management within an international BPO / voice process (outbound sales, retentions or collections preferred), including 2+ years leading or supervising a WFM/dialer team
• Demonstrated career progression from Dialer/WFM Analyst into a Team leader role (WFM/Dialer team)
• Proven experience on US-based outbound campaigns, including power / predictive dialer optimization in a high-volume environment
• Working command of US calling compliance (TCPA, DNC) sufficient to own audit and client compliance conversations
• Track record of building or improving SOPs, scorecards, and governance frameworks in a scaling operation

Key Skills & Competencies

• Strategic and data-centric decision-making with large, multi-cut datasets
• People leadership — hiring, coaching, performance management, succession planning
• Root-cause analysis and structured problem-solving at a business, not just tactical, level
• Stakeholder management and executive/client communication under pressure
• Compliance-first mindset with strong risk judgment and escalation discipline
• Vendor negotiation and cross-functional influence across Ops, QA, IT/dialer vendors, and HR
• Ability to build scalable playbooks that hold up as the operation grows across campaigns, sites, or geographies