15h Left Call Centre Manager

2 days ago

Bengaluru, Karnataka, India Mantras2Success Full time

Job descriptionCall Center Manager Location Bangalore Hosur ROLETo 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 strategyDesigning calling strategy and dialer managementManpower 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 achievementLiaison 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 Excelxe2x80x94macros 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

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