Senior Consultant at SkillVentory
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Regional Manager - Tele Collections - NBFC (15-20 yrs)
- Drive overall performance for the Call center
- Tracking key metrics on daily basis -Contractibility, Promise to Pay (PTPs), Conversions
- Location review -state level, branch level, agent level
- Execute strategic priorities for the Call center
- Customer segmentation to drive contractibility and Touch Free (TF) conversion
- Campaign design and tracking on weekly basis
- Incentive scheme design and roll out
- Review and improve day to day operations
- Initiatives to improve Promise to Pay (PTPs), contacts, conversions
- On floor engagement, visibility and branding
- Referral management
- Increase customer satisfaction through timely customer complaint redressal
Field Management :
- To set up and manage field collections team in respective states & drive them for the numbers with proper planning.
- Execution, driving Collections through the collection agencies and collection managers.
- Manage the collection process as laid down, complete ownership of agency management process.
- Co-ordination among cross-functional teams (Sales, Collections, Fraud, Risk) and central teams
- Identifying and implementing new solutions and to lead team with innovative ideas to bring best out of them.
- End to end co-ordination with the call center teams, field collection agencies, credit teams, and operation teams, improvement of existing processes, customer dispute redressal.
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