Associate Vice President - Dialer & WFM

8 - 12 years

0 Lacs

Posted:1 month ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

The Assistant Vice President (AVP) - Dialer & Workforce Management (WFM) will play a crucial role in optimizing dialer operations, workforce management, and real-time analytics across various telephony platforms. You will be responsible for implementing strategic, data-driven approaches to enhance contact rates, agent efficiency, and overall business performance while ensuring full compliance with regulatory requirements. Your primary responsibilities will include developing and executing advanced dialer strategies to improve contact rates, Right Party Contacts (RPCs), and conversion metrics. You will oversee and optimize operations across multiple telephony platforms such as LiveVox, TCN (Clear Touch), Genesys, Five9, NICE, Aspect, Avaya, among others. Leading a team managing dialer pacing, list penetration, and campaign segmentation to drive efficiency and maximize outreach will also be a key part of your role. You will need to ensure full compliance with regulatory guidelines like TCPA, FDCPA, CFPB, HIPAA, and others while implementing best practices in call management. Collaborating with IT, Compliance, and Operations teams to enhance dialer automation, IVR flows, and AI-based outbound strategies will be essential. Continuous monitoring and analysis of dialer performance to implement data-driven improvements will also be part of your responsibilities. In terms of Workforce Management (WFM) & Capacity Planning, you will lead forecasting, scheduling, and staffing strategies to align with business goals, call volume trends, and SLAs. Implementing real-time monitoring and adherence tracking to optimize agent efficiency and minimize idle time will be crucial. You will optimize workforce allocation across different lines of business to ensure proper coverage for inbound & outbound operations. Your role will also involve defining and tracking key KPIs including contact rates, agent occupancy, hold times, shrinkage, conversion rates, and AHT (Average Handle Time). Driving data-driven decision-making through advanced analytics, reporting, and AI-based workforce forecasting will be important. Collaboration with Operations, IT, and Business Intelligence (BI) teams to align dialer & WFM strategies with revenue and collection targets is also expected. As a leader, you will provide thought leadership in dialer and workforce management, driving continuous process improvement and innovation. Mentoring and developing a high-performing team of WFM analysts, dialer administrators, and real-time management specialists will be a part of your role. You will also work closely with senior leadership, client stakeholders, and operations teams to align dialer strategies with business objectives. The ideal candidate for this role should have 8+ years of experience in Dialer & Workforce Management, with at least 3+ years in a leadership role. Expertise in managing multiple telephony platforms, strong knowledge of US Collections and regulatory compliance, hands-on experience with dialer analytics, and workforce forecasting tools are essential. Strong analytical skills, experience in using BI tools, and demonstrated experience in AI-driven dialer optimization are desired skills for this position. Excellent leadership, stakeholder management, and cross-functional collaboration skills are also crucial for success in this role.,

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