25/01 Darryl Pais
Managing Director at Corporate Search & Placements Pvt. Ltd.

Views:648 Applications:43 Rec. Actions:Recruiter Actions:42

Regional Call Center Manager - Collections - Bank (8-10 yrs)

Thane Job Code: 657939

We have been retained by our client, a well-established, professionally managed bank to identify a Regional Call Center Manager - Collections to be based at Mumbai (Thane).

JOB PURPOSE : 

- Developing objectives for the call center's day-to-day activities

- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

Key Responsibilities : 

- Responsible for overall SLA delivery of the center.

- Prepare and execute dialer campaign strategy.

- Responsible to handle a region for collection of loan products.

- Effectively resolve complexities that may arise due to multi- functional (Quality, Training, Operations) team interactions within the center.

- Identifying and developing measurement standards for the improvement of performance and operational effectiveness of the collections team in the region.

- Understand call center delivery expectations, translate them into various delivery parameters (agent specs, potential sources, WFM issues, asset / infra needs, growth / shrinkage planning, reporting needs, costing development, change management, etc.)

- Create an environment facilitative of high performance, optimal stress and fun (leading to lower attrition)

- Oversee the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy.

- Ensuring collection targets are met consistently through the predefined productivity norms within the defined costs, time and quality parameters.

- Coach team members regarding their performance and suggest and implement corrective actions as required.

- Analyse MIS reports; identify trends and take appropriate action on the same

- Responsible for Controlling attrition.

- Coordinate with support functions for recruitment/ on boarding/ training.

- Review performance with the Partner Centre Head and NAM at least once every month.

- Maintaining client billing records and publishing the same.

- Optimum utilization of resources- Display cost consciousness and optimum utilization of resources.

- Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.

- Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company.

- Implement credit policies and procedures that retain a smooth running of the department and avoid excessive credit limits.

DESIRED SKILLS : 

- Excellent verbal and written communication skills.

- Strong customer focus and a good telephone manner.

- Confidence and good business sense

- Leadership skills and the ability to motivate and develop staff

- Confidence and good business sense

- Ability to manage change.

- Team Player

CANDIDATE PROFILE : 

- Candidates must be Graduate or MBAs from premier business schools with 8 to 10 years of relevant experience in Collection Call Center Management.

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