Head - Call Centre Collections - Banking Process

Strategic/Managerial Responsibilities :

- Project the capacity plan of the outsourced call centre in line with prevalent collections and business strategy.

- Identify and implement suitable tactics/strategy as may be required from time to time. -

- Ensure delivery of collection targets while optimizing cost of operations at the outbound call centre.

Core Responsibilities :

- The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the Inohuse & outsourced call centre.

- Review of critical parameters at the call centre agent productivity, rostering etc. on a regular basis.

- Design strategies of call centre allocation in line with the prevalent collection and business projections and requirements.

- Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.

- Ensure all parameters of the Service Level Agreement with the Inhouse & outsourced call centre or the prevalent collections strategy.

- Ensure that field referrals are done as per the prevalent strategy and timelines.

- Ensure that timely allocation and realization of pickups generated at the outsourced call centre.

- Setup various vendors to aid pickups and field referrals of the outsourced call centers.

People Management or Self Management Responsibilities :

- Mentor and the team - Bank employees and callers

- Barge in on calls and assess the quality of calls of the callers.

- Review training needs for callers on the floor.

- Map performance vs. target and review them

- Ensure all the agreed Service Level Agreement parameters of the Call Centre and the Bank are met and adhered to.

Risk and Internal Control Responsibilities :

- Ensure that the In-house & outsourced call centers are compliant with the Audit and Information Security and Data Privacy requirements of the Bank