Assistant Manager/Manager - Call Centre Collections & Operations

Description:

Role Overview:

We are seeking a seasoned and results-driven professional to join our team as an Assistant Manager/Manager - Call Centre Collections & Operations.

The incumbent will be the primary driver for achieving critical resolution and roll-back targets across a designated collections portfolio, managing both in-house and outsourced call centre operations.

This role demands strong operational acumen, people management skills, and a strategic approach to collections execution.

Key Responsibilities:

Collections Strategy & Target Achievement

- Target Ownership: Drive the achievement of resolution and roll-back targets for the assigned portfolio across the in-house and outsourced call centre channels.

- Performance Monitoring: Ensure and monitor the Daily Resolution Rate as per the prevalent collections strategy, taking corrective action as necessary to meet goals.

- SLA Management: Ensure adherence to all parameters of the Service Level Agreement (SLA) with the in-house and outsourced call centres, aligning with the overall collections strategy.

Call Centre Operations & Productivity

- Operational Review: Conduct regular and comprehensive review of critical call centre parameters, including:

Agent Productivity and efficiency metrics.

Rostering and workforce management to optimize coverage and performance.

- Quality Assurance: Conduct 'Barge-ins' on live calls to assess the quality of calls, adherence to script, and compliance, providing immediate feedback for improvement.

- Team Development: Mentor and coach the team, including direct employees and call centre callers, to enhance their collection skills, compliance, and overall performance.

Vendor & Field Management

- Field Referral Execution: Ensure that field referrals are generated and executed strictly as per the prevalent strategy and within defined timelines.

- Pickup Management: Ensure timely allocation and realization of pickups generated by the outsourced call centre, maintaining a seamless operational flow.

- Vendor Setup & Management: Setup and manage various vendors required to support the pickup process and execute field referrals generated by the outsourced call centers, ensuring service quality and cost efficiency.

Ideal Candidate Profile:

Experience:

- $8.0$ to $11.0$ years of relevant work experience, preferably in Call Centre Collections/Operations within the Banking/Financial Services industry.

Functional Knowledge:

- Deep understanding of collections strategies, debt recovery processes, and call centre performance metrics (e.g., AHT, Shrinkage, Attendance, Quality Score).

Leadership:

- Proven experience in managing and mentoring large teams, including both direct reports and vendor staff.

Analytical Skills:

- Strong ability to review data, analyze performance gaps, and implement corrective actions.

Communication:

- Excellent verbal and written communication skills for effective stakeholder and vendor management