Regional Call Center Manager – Collections

Regional Call Center Manager – Collections

Corporate Search And Placements Private Ltd
Mumbai
8 - 10 Years
Not Specified

Job Description

Regional Call Center Manager – Collections

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.)
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.
Interested candidates meeting with the above requirement should send their resumes to: [HIDDEN TEXT] in word format only.

Corporate Search And Placements Private Ltd

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