FatakPay Digital - Manager - Collections

Position Overview.

- The Collection Process Team Leader at FatakPay is responsible for managing the voice outbound collection process, overseeing the call centre team, recruiting agents, and monitoring collection efficiency.

- This role is crucial in ensuring effective collection of micro short-term loans through an app-based platform, thereby significantly contributing to the financial health of the organization.

Key Responsibilities.

Team Management:.

- Lead and manage the voice outbound collection team.

- Supervise daily operations of the call centre, ensuring smooth and efficient workflow.

- Provide training, guidance, and support to collection agents.

Recruitment and Training:.

- Recruit and onboard new collection agents.

- Develop and implement training programs to ensure agents are equipped with necessary skills and knowledge.

- Foster a positive work environment and promote teamwork.

Process Development and Improvement:.

- Continuously develop and refine the voice outbound collection process.

- Implement best practices and innovative strategies to improve collection efficiency.

- Monitor and analyze collection metrics to identify areas for improvement.

Monitoring and Reporting:.

- Monitor the performance of collection agents and the overall efficiency of the collection process.

- Prepare and present regular reports on team performance, collection metrics, and process improvements to senior management.

- Ensure all collection activities comply with legal and regulatory requirements.

Customer Interaction and Escalation Handling:.

- Handle escalated cases and provide solutions to resolve issues effectively.

- Maintain a high standard of customer service to minimize escalations and enhance customer satisfaction.

Qualifications and Skills.

Educational Background:.

- MBA or relevant professional certification is a plus.

Experience:.

- Minimum of 5 years of experience in collection, with at least 2 years in a leadership role within a collection call centre environment.

- Proven track record in managing and improving voice outbound collection processes.

- Previous experience in team handling within the collection process is mandatory.

Skills:.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

- Proficiency in using call centre software and CRM tools.

- Knowledge of legal and regulatory aspects of collection.

- Advanced proficiency in Microsoft Excel for data analysis, reporting, and process optimization.

Personal Attributes:

- Goal-oriented and results-driven.

- High level of integrity and professionalism.

- Ability to handle high-pressure situations calmly and effectively.

- Strong problem-solving skills.

- Performance Metrics.

- Achievement of collection targets.

- Improvement in call centre efficiency and agent performance.

- Reduction in the number of escalations.

- Positive feedback from team members and customers.