Contact Center Manager
3 weeks ago
- To ensure the target assigned to the unit are met on a monthly basis
- To track & monitor the efficiency & productivity of each tele-caller
- To publish daily tracker on – Caller wise call monitoring, efficiency & achievement
- To generate & publish dialer-based reports & dashboards
- To explore various dialers, CRMs operating in the markets
- To evaluate and automate various reports related to the tele-calling unit
- To strategize & implement various strategies & run campaigns accordingly
- To develop different campaigns & run projects as and when required
- To monitor & track the strategies implemented – success rate
- To coordinate with the branches on PTPs, Pickups on a daily basis
- To prepare PPTs & reports for the senior management on a monthly basis
- To train the tele-calling unit on a monthly basis
- Initiate various incentives schemes for better productivity & efficiencies
- To manage capacity plans for the unit as per the budget and ensuring the Collection Code Of Conduct adherence from the unit.
- Ensure adherence to RBI/Regulatory guidelines, fair practice codes, and internal policies.
- Work with IT/dialer teams to ensure system efficiency
- Ensure effective calling strategies for soft, medium, and hard buckets.
- Track right party contacts (RPCs), PTP (promise-to-pay) conversions, and follow-ups.
- Optimize shift scheduling, dialer management, and calling scripts.
- Liaise with field teams, legal teams, and skip-trace vendors as needed.
- Settlement strategies for chronic accounts.
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