Assistant Manager - Tele Collection North

Role & responsibilities

1. Manage & motivate team of 200 operators & 10 TLs..

2.Manage the Collection process for assigned campaign(s)/Portfolio(s)

3.Ensure operator are delivering individual campaign target, SLA & KPI

4.Maximize Productivity by increasing performance
Coaching and Feedback, Bottom Quotile Management, Individual Target settings, Weekly and monthly review, Analyzing relevant reports, making reports and reporting to management on areas of improvement.

5.Conducting team meetings, pre/post/mid shifts.

6.To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Dialer Knowledge preferred.

7.To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.

8.Attrition , Shrinkage, roster management.

9.Managing PIP (Performance improvement Plan) of the team members.