Senior Manager - Telecollection

Role & responsibilities :

1. Effective and efficient Implementation of the overall business strategy for Early Collections Team.

2. 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 .

3. Actively monitor bucket efficiencies and suggest recommendations to improve the collection strategy

4. Designing calling strategy and dialer management

5. Manpower planning as per the forecasted volume and ensure effective manpower alignment to drive bucket efficiencies.

6. Define KPIs, mentor Managers / Assistant Managers, manage performance and conduct periodic reviews of team to share feedback and focus on performance improvement.

7. Suggest recommendations for learning and development, career progression, internal movement & employee engagement iniitatives aimed at reducing attrition.

8. Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement

9. Liasion with support functions to improve team performance.

10. Conduct daily briefings to keep the team abreast to process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

11.Candidate should have experience in outbound calling .

Contact Person Kriti Gupta
Contact no. 01246500210