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21/02 TP Singh
Managing Partner at TenHeads Consultants

Views:587 Applications:127 Rec. Actions:Recruiter Actions:61

Head - Call Centre Collections - Banking Process (13-22 yrs)

Mumbai Job Code: 1223700

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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