Call center manager - Collection - Credit cards

Role & responsibilities

• Should have relevant experience of Managing External / Internal Call center with minimum capacity of 50 Tele-callers , 1 Process / Floor manager & 2/3 Team Leaders.
• To Have appropriate Dialer knowledge ( Like Campaign Strategy , Predictive , Preview & Manual Calling ).
• Basic knowledge to review Dialer reports / MISs.
• Meeting Bucket wise Resolution and rollback targets month on month for the locations managed.
• Ensuring 100% coverage of accounts and appropriate feedback trails in system.
• To clear all audits (Internal/ ORM/ External/ CST) with NIL critical observations.
• To resolve all complaints within prescribed TAT. Adherence to all processes pertaining to collections in the locations managed.