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Manager (Tele Collections)
Mantras2Success Consultants
posted 17hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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
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
Employment Type: Full Time, Permanent
Read full job description What people at Mantras2Success Consultants are saying
What Mantras2Success Consultants employees are saying about work life
based on 13 employees
Flexible timing
Monday to Saturday
No travel
Day Shift
Mantras2Success Consultants Benefits
Work From Home 
Job Training 
Team Outings 
Education Assistance 
Soft Skill Training 
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