Collection Manager

JOB DESCRIPTION

Date: 22/08/2025 Doc. No: Accounts/02

Defined By:

Department Head

Rev. No: Accounts/202407

Documented By

Approved By

Akhil H. Mhalathkar

Basic Information

Job Role

Designation

Location

Manager

Contact Center Lead

Contact Center

Department

Bangalore HO

Organizational Relationships

Position reporting to

No. of Direct Reports

DVP

As per LOB assigned

Job Purpose

To handle and manage daily contact center operations effectively and efficiently.

Manage Assistant managers and Team leaders and drive the performance of respective LOBs

Key Responsibilities

Developing and implementing call center strategies and operations to meet

company objectives

Direct efficient resource planning to maximize the productivity of resources

(people technology etc.)

Collect and analyze call center statistics (Verification % costs customer service

metrics recovery, PAR Reduction; etc.)

Monitoring and evaluating agent performance, providing coaching and training

to improve quality and efficiency

Setting and tracking call center targets for speed, efficiency, and customer

satisfaction

Managing the recruitment, selection, and onboarding process for new call center

Managerial Responsibilities

Applicable for Team Handling

roles.

staff

Assume responsibility for budgeting and tracking expenses

Creating and maintaining a positive work environment that supports a high-

performance culture

Ensuring compliance with company policies, industry regulations, and legal

requirements

Handling complex customer complaints or inquiries that agents are unable to

resolve

Collaborating with other departments and stakeholders to ensure a consistent

and high-quality customer experience

1

Mentor /Groom and provide training to personnel to maintain high customer

service standards

Assess performance with the principal metrics (accuracy call-waiting time etc.)

Preparing and presenting regular performance reports to upper management.

Staying informed about industry developments, technological advancements,

and best practices in call center management.

Evaluate Performance and Customer Service Metrics

Understanding of reporting and budgeting procedures

Plan budget for running smooth operations of the call center department

Good communication; comprehension and interpersonal skills

Manage direct reportees Assistant Manager and Team leaders

Good Knowledge on dialer functionality

Should be open to working for 6 days and rotational day shifts

Time management and Organizational skills

Strong critical thinking and sound decision-making.

Previous experience as a manager is mandatory

Excellent Leadership skills with proven record

Creative thinking

Functional Responsibilities

Proficient in MS Office and call center equipment/software programs

Good negotiation and persuasion skills

Job Requirements

1. Should be a minimum Graduation Pass

Qualifications

Experience

1. Multi-Lingual to handle multiple regional branches

2. Knowledge on Call Center Operational procedures and policies

3. Must have a minimum of 6 to 7 Years of Experience in call center /

Contact Center domain.

1. Manage direct reportees Assistant Manager and Team leaders

2. Good Knowledge on dialer functionality

Functional Competencies

Behavioral Competencies

1. Should be open to working for 6 days and rotational day shifts

2. Time management and Organizational skills

3. The ability to multitask while keeping an eye out for detail

4. Passion for delivering exceptional customer service while ensuring

customer satisfaction.

Key Interactions

Internal

Nature or purpose of interaction

External

2