Call Centre Manager

Job Description Mantras2success Consultants is seeking a highly experienced and strategic Call Centre Manager to supervise the Early Collections team. The successful candidate will be responsible for defining, monitoring, and ensuring consistent delivery of process targets, driving continuous process improvement initiatives, and managing overall business operations. This role requires strong coordination with various departments and teams to ensure the achievement of critical business goals. Main Responsibilities - Performance Management: Maintain a consistently high level of performance for key collections service metrics, including Service Level, Abandon Ratio, and Call Answer Rate. - Strategy Implementation: Drive the effective and efficient implementation of the overall business strategy for the Early Collections Team. - Process Monitoring & Mitigation: Monitor and manage key Process Metrics including Conversions, Login Hours, Call Quality, ACHT (Average Call Handling Time), and customer complaints. Highlight key risks and provide critical inputs for Mitigation Plans to achieve overall business goals. - Collection Strategy Improvement: Actively monitor bucket inefficiencies and suggest data-driven recommendations to improve the collection strategy. - Dialer & Manpower Planning: Design effective calling strategies and manage dialer operations efficiently. Conduct manpower planning as per forecast volumes and ensure effective manpower alignment to drive bucket efficiency. - Team Leadership & Development: Define KPIs (Key Performance Indicators), mentor Managers/Assistant Managers, manage their performance, and conduct periodic reviews of the team to share constructive feedback and focus on performance improvement. Suggest recommendations for learning and development, career progression, internal movement, and employee engagement initiatives aimed at reducing attrition. - Target Achievement & Reviews: Oversee target distribution and monitor performance through daily and weekly reviews to ensure consistent target achievement. - Cross-Functional Liaison: Liaise effectively with support functions to continuously improve team performance. - Team Communication: Conduct daily briefings to keep the team abreast of process changes and advancements, keep them oriented towards target achievement, and resolve concerns (if any). Qualifications - Experience: Expertise in supervising an Early Collection team with a capacity of about 70-100 employees. - Overall Experience: Overall 8-10 years of experience across Call Center / Banking / Consumer Finance background. - Domain Expertise: Practical experience in Collections strategy and processes. - Technical Skills: Advanced knowledge of MS Office (especially Excel macros, formulas, PowerPoint). - Analytical Skills: Advanced financial and analytical thinking. Who Should Join - Structured, Systematic approach, and strong analytical skills. - Strong, determinate, and committed to meeting agreed deadlines. - Flexible and adaptable to changes in a dynamic environment. - Creative in problem-solving, with a proactive approach. - Open-minded and innovative in seeking solutions. - Cooperative and supportive team player. - Able to work and perform effectively under pressure. - Possesses effective communication skills - both written and verbal. - Ability to prioritize and delegate tasks efficiently. Key Skills - Call Center Management - BPO Operations - Fintech (understanding of financial technology) - Lending Operations - Banking Operations - Call Center Operations - Collections Strategy - Team Leadership - Process Improvement - Performance Monitoring - Stakeholder Management