Tele Calling Collection Team Lead

3 days ago

Gurgaon, Haryana, India beBeeCollection Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

About this Role

  • We are seeking a skilled professional to lead end-to-end tele calling collection performance and field support teams in line with operating plans across multiple due stages.
  • This individual will develop robust target setting processes to ensure portfolio expectations are met and aligned to the target plan for the year.
  • Responsibilities include driving caller productivity and money collection at vendor shops and per full-time employee (FTE) across due stages by reviewing vendor service level agreements (SLAs), costs, and FTE productivity, and making timely interventions for better collection efficiency and FTE output.

Main Responsibilities:

  • The selected candidate will manage a team of 1,000 non-full-time equivalent (NFTE) field operations specialists (FOS) across India, led by two program managers (PMs) and 24 virtual managers (VMs), aiming to increase performance by establishing field support on non-contactable accounts in call centers.
  • This leader will drive their team to leverage technology and review dialer campaigns to ensure coverage and boost caller productivity.
  • Key responsibilities also include preparing and disseminating tele calling performance management information systems (MIS)/dashboards to concerned stakeholders in a timely manner.
  • The role requires creating backups among vendor channels and consolidating existing multiple set-ups to create a few but strong channels to enhance overall productivity, growth, and efficiency.
  • This leader will drive collaboration with other customer experience (CX) verticals to deliver on the operating plan of both metropolitan and non-metropolitan cities.
  • They will monitor channel partner performance through structured review mechanisms and ensure appropriate capacity planning and portfolio balancing amongst various channel partners.
  • The successful candidate will strategize and anticipate/forecast trends at location/portfolio/Pan India levels to undertake all remedial measures needed for maintaining optimum portfolio health.
  • This role involves analyzing changes in customer payment behavior and ensuring credit risk/product/business teams are notified for course correction and formulating risk/business strategies.
  • The selected candidate will undertake competition benchmarking regularly to incorporate best-in-class practices and ensure the tele calling vertical keeps pace with industry best practices.
  • Responsibilities also include conducting periodic reviews of all cost drivers for the vertical to drive cost management discipline and focus on operational efficiencies at Pan India levels.
  • This leader will ensure procedures are in place to manage operational risk/reputational risk and adherence to legal policies & rules set by regulators/organizations.
  • The role requires ensuring policy discipline and conducting periodic audits for in-house as well as third-party agencies.
  • This leader will provide on-ground support to Legal and ensure satisfactory closure of legal proceedings.
  • Responsibilities also include ensuring adherence to business continuity plan (BCP) guidelines and disaster recovery (DR) drill schedules across all channel partner sites.

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