Collections - Assistant Manager - Tele calling process

Role & responsibilities

1. Support operation team for delivery of customer service from contact center

2. Support process migrations to contact centre

3. Monitor and drive contact center indicators

4. Monitoring/auditing of calls, preparing and providing adequate feedback to ensure process compliance

5. Ensure adherence to quality norms as per agreed specification, also internal policies, procedures, and compliance regulations are being followed

6. Own and drive the daily update to ensure knowledge level of team is continuously updated

7. Support testing and implementation of various changes on IVR and CRM

8. Location management & Must be Target oriented & set high benchmarks.

9. To Manage In-house Team Leaders, followed by vendor management at location level.

10. Control portfolio in terms of Physical collections & CRR indicators in External domain.

11. Reports Management which will support in tracking field team performance.

12. Departmental liaising to improve team performance.

13. To manage Audit and Quality parameters at vendor management level

14. Must be good in planning, Operational challenges & problem solving.

15. Analyse team performance and provide corrective action for improvement.

16. Ensure proper quality controls on the set process

17. Customer escalation and complaints management in coordination with other departments.

Preferred candidate profile

Work Experience:

1. 6-8 years experience in working in BPO

2. Experience in working in collection process.

3. Experience in process improvement. Technical Skills

Technical Skills:

1. Proficient in English and Hindi language

2. Understanding of Industry Contact Centre Technology Behavioural Skills

Behavioral Skills:

1. Excellent verbal, written Communication skills

2. Eye for Detail - Ability to identify potential failure modes

3. Analytical and Problem-solving ability

4. Good interpersonal skills

Perks and benefits

As per industry Standards.