Sr Manager - Collection

Company - Intelenet BPO

Process / Client related tasks:

- Manage team of agents

- Should have good exposure in Collections Voice Process

- Ensure overall smooth functioning of the process

- Ensure Service Levels are met and exceeded

- Ensure regular interaction with Quality

- Ensure compliance with COPC requirements

- Address issues arising out of day-to-day working which may have a bearing on team performance

- Ensure adherence to procedures and policy guidelines

- Recruitment of backfill staff

- Train a team of agents and impart process knowledge

- Conduct refresher and update training

- Ongoing monitoring of agents’ performance and tracking deviation

- Lead the team into operational growth

- Help in achieving continuous improvements

- Regularly assess training needs to fill gaps in performance

- Designing CAP/DAP programs

- Provide efficient leadership

- Work together with QA team to re-align quality parameters; seek agent’s performance and progress during CAP/DAP.

- Ensure smooth communication with client

Salary Package : up to 15 lac

Please send your resume to shilpa.singh@neweraindia.com

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