Assistant Manager/Manager - Call Centre Collections & Operations
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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
- 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:
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
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