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Engaged Employer

Mantras2Success Consultants

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4.3

based on 13 Reviews

185 Mantras2Success Consultants Jobs

Call Centre Manager

Mantras2Success Consultants

4.3

based on 13 Reviews

8-10 years

Bangalore / Bengaluru

1 vacancy

Call Centre Manager

Mantras2Success Consultants

posted 20d ago

Job Role Insights

Flexible timing

Key skills for the job

BPO MS Office Business Operations Business Strategy Employee Engagement Process Improvement

+ 3 more

Job Description

ROLE

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: