Call Centre Manager

Job Description:

Job description

Call Center Manager
Location: Bangalore(Hosur)


ROLE

To 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 strategy

• Designing calling strategy and dialer management

• Manpower 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 achievement

• Liaison 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 Excel—macros, 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