Job Description

Job descriptionCall Center Manager
Location: Bangalore(Hosur)ROLETo supervise the Early Collections team, define, monitor and ensure consistent delivery of process targets, drive process improvement initiatives. Management of overall business operations & coordination with various departments and teams to ensure delivery of business goals.MAIN RESPONSIBILITIES

• Maintain a high level of performance for key collections service metrics including Service level, abandon ratio, and call answer rate.

Effective and efficient Implementation of the overall business strategy for the Early Collections Team.Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .Actively monitor bucket inefficiencies and suggest recommendations to improve the collection strategyDesigning calling strategy and dialer managementManpower planning as per the forecast volume and ensuring effective manpower alignment to drive bucket efficiency.Define KPIs, mentor Managers / Assistant Managers, manage performance and conduct periodic reviews of the team to share feedback and focus on performance improvement.Suggest recommendations for learning and development, career progression, internal movement & employee engagement initiatives aimed at reducing attrition.Target distribution and monitoring performance through daily, weekly reviews to ensure target achievementLiaison with support functions to improve team performance.Conduct daily briefings to keep the team abreast of process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).QUALIFICATIONS:

• Expertise in supervising Early Collection team with a capacity of about 70-100 employees
• Overall 8-10 years of experience across Call Center / Banking / Consumer Finance background
• Practical experience in Collections strategy and processes
• Advanced knowledge of MS Office (especially Excelxe2x80x94macros, formulas, PowerPoint)
• Advanced financial and analytical thinking

Who should Join:

• Structured, Systematic approach and strong analytical skills
• Strong, determinate, meeting agreed deadlines
• Flexible and adaptable for changes
• Creative to solve problems, pro-active
• Open-minded and innovative
• Cooperative and supportive
• Able to work and perform under pressure
• Effective communication skills - written and verbal
• Ability to prioritize and delegate tasks

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