Section Leader

The Section Leader, Call Centre Site Head is responsible for optimizing collections efficiency across various products within outsourced outbound call centers. This role involves strategic oversight, ensuring compliance with operational guidelines, and achieving collection targets. The Section Leader will play a key role in managing team performance, training, and enhancing processes, all while collaborating effectively with internal and external stakeholders to maintain high service standards and drive successful resolution rates.

Key Roles:

1. Strategic Oversight:

  - Adhere to capacity planning as directed by senior management.

  - Establish and review account allocations and collections targets.

2. Performance Management:

  - Drive the achievement of resolution and rollback targets for assigned portfolios.

  - Monitor and analyze call agent productivity and overall team performance.

3. Account Allocation:

  - Strategize and allocate accounts effectively to optimize call center operations.

  - Ensure proper rostering of staff according to the defined capacity plans.

4. Compliance and Risk Management:

  - Ensure adherence to audit, information security, and data privacy requirements.

  - Monitor compliance with Service Level Agreements (SLAs) and adjust strategies as necessary.

5. Stakeholder Coordination:

  - Collaborate with various internal teams to resolve customer disputes promptly.

  - Manage external relationships with outsourced call centers and vendors.

6. Training and Development:

  - Assess training needs and ensure all collection executives are DRA trained and certified.

  - Conduct performance evaluations and provide necessary feedback to enhance team capabilities.

7. Reporting and Analytics:

  - Ensure accurate daily MIS and reporting across key performance indicators.

  - Review and analyze resolution rates and adapt strategies accordingly.