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Manager credit card collections, manager-operations ,Collections Manager for domestic bpo

Keywords / Skills : "Credit card collections", "manager-operations", "collections manager", "kpi", "bpo", "collection", "third party", "recovery", "domestic bpo", "gurgaon", "call center", "contact center"

5 - 15 years
Posted: 2019-05-16

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Operations Manager
Education
Any graduate
Salary
4.10 - 9.10 lacs
Posted On
16th May 2019
Job Description
Greetings,
ONE OF THE DOMESTIC BPO IN GURGAON LOOKING FOR MANAGER-OPERATIONS(CREDIT CARD COLLECTIONS)

Job Description :
- Must be from collection background (Credit Card Collection)
- Controlling people attrition and absenteeism by being People focused with orientation of resolving people related issues. Giving adequate time to all people in his team.
- Quality and customer focused by ensuring the quality targets and activities are planned and controlled.
- Process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.
- TL/AM level feedback for quality and product
- Escalation to supervisor.
- Able to project client escalation and control proactively
- Able to communicate to client for hep required and escalations
- Measure and ensure client KPI
- Coordinate with support functions for team approach
- Billing as per approved count
- Reviews with client and internal management
- goals by removing hurdles.
- To ensure team participate in quality/training calibration activities
- Login hours adherence of 8 hours productive per day by ensuring Team complete the hours as per their roster.
- Correct attendance marking, sharing and getting errors corrected timely for TL/AMs teams
- Ensuring Product and process knowledge Test are conducted and entire team is covered. Feedback to be share and if required quick refresher to be taken. Seek his supervisors for addition support required from other departments like training and quality.
- Internal Escalations: Able to highlight issues in process to supervisors for closure of the same like. Systems down time, connectivity of data and other support failure.
- Feedback adapting: able to take feedback openly by thing it as an opportunity.
- Client KPI measurement, review with internal team and track in his review with team
- Ensuring ABCD ranking of his Team (AM/TL)
- Taking initiatives for process improvement.
- Reduce client escalations my tacking open points in customer VOC/VOB, review, MOMS etc.
- Study market for process comparison and share analysis with External and Internal customer
- Ensuring Billing by 2nd of the month and collection within 30 days.

PL MAIL ME CVS AT [HIDDEN TEXT]/ 9643734034



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