Contact Center Manager - Collections

As a Tele-calling Unit Manager, you will play a crucial role in ensuring that the unit achieves its monthly targets. This involves closely monitoring the efficiency and productivity of each tele-caller and regularly sharing daily trackers to evaluate call performance, efficiency, and individual achievements. Key Responsibilities: - Generate and publish reports and dashboards using dialer data - Explore different dialer platforms and CRMs in the market - Automate reports for the tele-calling unit and develop strategic campaigns - Monitor the effectiveness of implemented strategies and coordinate with branches - Prepare presentations and reports for senior management - Conduct regular training sessions for the tele-calling unit - Introduce incentive schemes to enhance productivity - Manage capacity plans within budget constraints - Ensure compliance with Collection Code Of Conduct, regulatory guidelines, and internal policies - Collaborate with IT and dialer teams to optimize system efficiency - Liaise with field teams, legal teams, and skip-trace vendors as needed - Develop settlement strategies for chronic accounts Qualifications Required: - Proven experience in managing tele-calling units - Strong analytical and problem-solving skills - Excellent communication and presentation abilities - Ability to work collaboratively with cross-functional teams - Knowledge of Collection Code Of Conduct and regulatory frameworks - Familiarity with dialer systems and CRMs - Prior experience in developing and implementing tele-calling strategies This role will involve overseeing the tele-calling unit's operations, implementing effective strategies, and ensuring compliance with relevant regulations and policies.,