Senior Manager - Telecollections

Some high level things you would own but not limited to:

• Team Leadership and Management:
  • Provide leadership, guidance, and mentorship to the telecalling team.
  • Set clear performance expectations, KPIs, and targets for the team.
• Performance Monitoring and Reporting:
• Monitor individual and team performance against set targets and KPIs.
• Analyze performance data to identify areas for improvement and implement necessary changes.
• Prepare and present regular performance reports to senior management.
• Customer Relationship Management:
• Ensure that the telecalling team provides exceptional customer service and maintains a high level of professionalism.
• Resolve customer complaints and issues in a timely and efficient manner.
• Foster strong relationships with clients and customers to enhance customer satisfaction and retention.
• Process Improvement:
• Continuously review telecalling processes and identify opportunities for improvement.
• Implement strategies to streamline operations and enhance overall efficiency.
• Develop and update scripts, call guides, and best practices to optimize call quality and outcomes. Cross-Functional Collaboration: • Collaborate with other departments to ensure seamless coordination and cooperation.
• Work closely with the sales and marketing teams to align telecalling efforts with organizational goals and objectives.
• Budget Management:
• Assist in the development and management of the telecalling budget.
• Monitor expenditures and ensure cost-effectiveness while maintaining high quality services.
• Compliance and Ethics:
• Ensure that the telecalling team adheres to all applicable laws, regulations, and company policies.
• Promote ethical behavior and integrity within the team and organization