Collection Manager -Contact Center

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