Contact Center Manager

Contact Centre Manager - Collections

Location:- Delhi NCR

Company Overview: NBFC :- Airtel Money

Job Summary

The Contact Centre Manager leads high-volume outbound/inbound collections operations for unsecured products, managing large teams to achieve recovery targets while ensuring strict escalation compliance and regulatory adherence. This role drives performance across early stage delinquencies in NBFC/bank environments, optimizing call center efficiency and customer interaction quality.

Key Responsibilities:-

Oversee end-to-end contact center operations, including call scripting, dialer management, IVR optimization, and workforce planning for initial/deep bucket collections on unsecured portfolios.

Manage and mentor teams of agents/team leaders across shifts, conducting training, quality audits, and performance reviews to meet KPIs like collection efficiency (70%+), DPD reduction, and roll-rate control.

Ensure 100% escalation compliance by implementing SOPs for high-risk cases, grievance redressal (per RBI guidelines), and seamless handoff to field/legal teams.

Analyze real-time data via CRM tools (e.g., AMD dialers, ACD systems), Responsible for generating daily/weekly MIS reports, and collaborate with multiple internal teamsand compliance for strategy alignment.

Drive vendor/agency partnerships for Field referral or overflow volumes, negotiate SLAs, monitor AHT/talk-time/FCR metrics, and minimize attrition through incentive programs.

Qualifications and Experience

Bachelor's degree in Business/Finance; Postgraduate MBA or equivalent preferred.

8-10 years in contact centre collections, with 5+ years in call centre roles for unsecured products in NBFCs/banks (e.g., personal loans, consumer finance).

Hands-on exposure to escalation handling, RBI-compliant processes, and tools like Cisco/Genesys/Nice dialers.

Expertise in team leadership, performance coaching, and change management in high-pressure 7day/Week operations.

Advanced knowledge of unsecured lending collections (bucket strategies, predictive dialing), analytics (Power BI/Tableau), and regulatory compliance (RBI, IRDAI).

Superior communication, negotiation, and stakeholder skills for escalations and cross-functional alignment.