Contact Center Manager - Collections - Thane

Hiranandani Financial Services

5 - 7 years

8 - 10 Lacs

Thane

Posted:18 hours ago| Platform:

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Skills Required

Contact Center Management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibility:

To ensure the target assigned to the unit are met on a monthly basis
To track & monitor the efficiency & productivity of each tele-caller
To publish daily tracker on caller wise call monitoring, efficiency & achievement
To generate & publish dialer-based reports & dashboards
To explore various dialers, CRMs operating in the markets
To evaluate and automate various reports related to the tele-calling unit
To strategize & implement various strategies & run campaigns accordingly
To develop different campaigns & run projects as and when required
To monitor & track the strategies implemented success rate
To coordinate with the branches on PTPs, Pickups on a daily basis
To prepare PPTs & reports for the senior management on a monthly basis
To train the tele-calling unit on a monthly basis
Initiate various incentives schemes for better productivity & efficiencies
To manage capacity plans for the unit as per the budget and ensuring the Collection Code Of Conduct adherence from the unit.
Ensure adherence to RBI/Regulatory guidelines, fair practice codes, and internal policies.
Work with IT/dialer teams to ensure system efficiency
Ensure effective calling strategies for soft, medium, and hard buckets.
Track right party contacts (RPCs), PTP (promise-to-pay) conversions, and follow-ups.
Optimize shift scheduling, dialer management, and calling scripts.
Liaise with field teams, legal teams, and skip-trace vendors as needed.
Settlement strategies for chronic accounts.

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