Manager (Tele Collections)

To supervise the Early Collections team, define, monitor and ensure consistent delivery of process targets, drive process improvement initiatives. Management of overall business operations & coordination with various departments and teams to ensure delivery of business goals.

MAIN RESPONSIBILITIES

• Maintain a high level of performance for key collections service metrics including Service level, abandon ratio, and call answer rate.
• Effective and efficient Implementation of the overall business strategy for the Early Collections Team.
• Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .
• Actively monitor bucket inefficiencies and suggest recommendations to improve the collection strategy
• Designing calling strategy and dialer management
• Manpower planning as per the forecast volume and ensuring effective manpower alignment to drive bucket efficiency.
• Define KPIs, mentor Managers / Assistant Managers, manage performance and conduct periodic reviews of the team to share feedback and focus on performance improvement.
• Suggest recommendations for learning and development, career progression, internal movement & employee engagement initiatives aimed at reducing attrition.
• Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement
• Liaison with support functions to improve team performance.
• Conduct daily briefings to keep the team abreast of process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

QUALIFICATIONS :

Expertise in supervising Early Collection team with a capacity of about 70-100 employees

Overall 8-10 years of experience across Call Center / Banking / Consumer Finance background

Practical experience in Collections strategy and processes

Advanced knowledge of MS Office (especially Excel macros, formulas, PowerPoint)

Advanced financial and analytical thinking

Who should Join :

Structured, Systematic approach and strong analytical skills

Strong, determinate, meeting agreed deadlines

Flexible and adaptable for changes

Creative to solve problems, pro-active

Open-minded and innovative

Cooperative and supportive

Able to work and perform under pressure

Effective communication skills - written and verbal

Ability to prioritize and delegate tasks

Key Skills :

Call Center

Bpo

Fintech

Lending

Banking Operation

Call Center Operations

Skills Required

Call Center, Bpo, fintech , lending , Banking Operation, Collections, Team Leadership, Performance Management, Ms Excel