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
Key Skills :
- Call Center
- Bpo
- Fintech
- Lending
- Banking Operation
- Call Center Operations
