Associate Manager-Debt Management(Call Centre)

Job Requirements

Additional Parameters

Key Responsibilities

• Manage a team of debt management agents in the call centre, ensuring high levels of productivity and customer satisfaction
• Monitor and analyze call centre performance metrics, identifying areas for improvement and implementing strategies to increase efficiency and effectiveness
• Develop and maintain relationships with key stakeholders, including internal teams and external partners, to ensure smooth and timely debt management processes
• Train and coach call centre agents on debt management procedures, policies, and best practices
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions
• Collaborate with other departments, such as collections and credit, to develop and implement debt management strategies
• Stay updated on industry trends and regulations related to debt management and call centre operations, and ensure compliance with all relevant laws and guidelines
  

Qualifications

• Bachelor's degree in business, finance, or a related field
• Minimum of 5 years of experience in debt management, preferably in a call centre environment
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Proven track record of meeting and exceeding performance targets
• Knowledge of debt management regulations and best practices
• Proficiency in MS Office and call centre software
• Ability to work in a fast-paced and dynamic environment