Manager/ r Operations Collections – Contact Centre(WFO)
15 hours ago
Education and Skills:
● Essential Qualifications: Graduate/ Post-Graduate
● Desirable Qualifications: English and Hindi language proficiency
● Having minimum 4-5 years of experience into the AM/Manager role for Collections-
contact center.
● Excellent written and verbal communication
● Strong Comprehensive and analytical abilities
● Managing & measuring work
● Ability to handle sales pressure
● Very good finance and accounting skills
Job Description:
Job Description / Role Profile
● Responsible for managing the operations seamlessly and timely SLA delivery along with
maintaining high levels of employee and customer satisfaction
● Collections outbound large-scale operations handling
● Establish & Manage Relationships / Engagement with the Clients
● Oversight of team – organizes resources, sets goals, call out strategy from executives and
client on a day-to-day basis, reporting responsibilities
● Managing day to day Sales targets (B2C/B2B Collections)
● Responsible for following agreed governance model, escalation & communication plan
● To ensure team members achieve agreed standards in relation to their job assignments
● To ensure training of new staff on the corporate policy rules to be adhered to
● To ensure that the buddy system is put in place to maintain the operation with minimal
disruption in times of annual leave/sick leave/study leave and daily working hour
schedules
● Build strong partnership with the client by growing and nurturing the existing
relationships to ensure operational cohesion & effective foundation for future growth
● Taking weekly and monthly calls with clients to understand the expectations from the
teams and provided updates
● Identify and drive continuous improvements and initiatives in process
● Coach & mentor Team lead so that they can manage their teams better
● Hiring of leads and
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