Associate Vice President - Dialer & WFM

The AVP - Dialer & WFM will be a key leader in optimizing dialer operations, workforce management, and real-time analytics across multiple telephony platforms.

This role requires a strategic, data-driven approach to improve contact rates, agent efficiency, and business performance while ensuring full compliance with regulatory requirements.

The ideal candidate will have deep expertise in outbound & inbound dialing strategies, workforce planning, and operational forecasting, ensuring seamless agent utilization, reduced idle time, and enhanced overall efficiency.

Key Responsibilities:

Dialer Strategy & Telephony Optimization:

- Develop and execute advanced dialer strategies to enhance contact rates, Right Party Contacts (RPCs), and conversion metrics.

- Oversee and optimize operations across multiple telephony platforms (e.g, LiveVox, TCN (clear Touch), Genesys, Five9, NICE, Aspect, Avaya, etc.

- Lead team who manage dialer pacing, list penetration, and campaign segmentation to drive efficiency and maximize outreach.

- Ensure full compliance with TCPA, FDCPA, CFPB, HIPAA, and other regulatory guidelines while implementing best practices in call management.

- Collaborate with IT, Compliance, and Operations teams to enhance dialer automation, IVR flows, and AI-based outbound strategies.

- Continuously monitor and analyze dialer performance to implement data-driven improvements.

Workforce Management (WFM) & Capacity Planning:

- Lead forecasting, scheduling, and staffing strategies to align with business goals, call volume trends, and SLAs.

- Implement real-time monitoring and adherence tracking to optimize agent efficiency and minimize idle time.

- Optimize workforce allocation across different lines of business, ensuring proper coverage for inbound & outbound operations.

- Work closely with Operations, HR, and Finance to determine capacity needs, hiring plans, and agent performance benchmarking.

- Drive automation in real-time queue management, shrinkage forecasting, and occupancy optimization.

Operational Strategy, Compliance & Performance Enhancement:

- Define and track key KPIs including contact rates, agent occupancy, hold times, shrinkage, conversion rates, and AHT (Average Handle Time).

- Drive data-driven decision-making through advanced analytics, reporting, and AI-based workforce forecasting.

- Lead automation initiatives to enhance dialer & WFM efficiency, reducing manual interventions and improving response times.

- Collaborate with Operations, IT, and Business Intelligence (BI) teams to align dialer & WFM strategies with revenue and collection targets.

- Ensure seamless communication between Dialer, WFM, Operations, and Client Services to drive efficiency and performance improvements.

Leadership & Cross-Functional Collaboration:

- Provide thought leadership in dialer and workforce management, driving continuous process improvement and innovation.

- Mentor and develop a high-performing team of WFM analysts, dialer administrators, and real-time management specialists.

- Work closely with senior leadership, client stakeholders, and operations teams to align dialer strategies with business objectives.

- Develop strategic partnerships with telephony vendors and technology providers to enhance operational capabilities.

Desired Skills:

- 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 (TCPA, FDCPA, HIPAA, CFPB).

- Hands-on experience with dialer analytics, workforce forecasting tools, real-time adherence tracking, and AI-based WFM solutions.

- Proven ability to optimize outbound, inbound, and blended call strategies to improve agent productivity, revenue recovery, and customer experience.

- Strong analytical skills, with experience in using BI tools, dashboards, and reporting software for performance tracking.

- Demonstrated experience in AI-driven dialer optimization, speech analytics, and automation tools is a plus.

- Excellent leadership, stakeholder management, and cross-functional collaboration skills.