- 5 to 7 years of overall experience
- At least 3 years of B2B (Business to Business) Collections experience.
- Complete and thorough understanding of B-2-B Collections work modalities and requirement
- Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
- Excellent Verbal and Written Communications skills
- Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
- Review and resolve issues.
- Meeting KPIs and client defined targets.
- Training and coaching on floor.
- Quality and feedback for team members for driving performance.
- Perform quality evaluations and provide coaching/feedback on performance to team members.
- Process Improvement and increasing efficiencies.
- Communication with internal and external stakeholders
- Reporting and analysis on reports and avenues for improvement.
- Work in Collections target orientation environment
- Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.
- Fair understanding on Quality tools and methodology
- Manage shrinkage & absenteeism, attritions etc.
- Outlier agent support/management
- Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required.
- Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps
- Client management and effective delivery on the expectations set by the client on daily and monthly basis.
- Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.
- Strong analytical and Excel skills, including v-lookups and pivot tables
Key Skills
a) Any Graduate
b) Min 5 Years of Overall Exp
c) Min 3 Years Experience in B2B/B2C Collections
