Contact Center Manager - Collections

Role Overview: As a Tele-calling Unit Manager, your primary responsibility will be to ensure that the unit achieves its monthly targets. This will involve monitoring and evaluating the efficiency and productivity of each tele-caller, and providing daily trackers to assess call performance, efficiency, and achievements on an individual basis. Key Responsibilities: - Generate and publish reports and dashboards using dialer data - Research and explore various dialers and CRMs available in the market - Automate reports related to the tele-calling unit - Strategize and implement campaigns to improve performance - Monitor the success rate of implemented strategies - Coordinate with branches on daily activities - Prepare presentations and reports for senior management - Regularly train the tele-calling unit to enhance skills - Initiate incentive schemes to boost productivity - Manage capacity plans within budget constraints - Ensure adherence to Collection Code Of Conduct, regulatory guidelines, fair practice codes, and internal policies - Collaborate with IT and dialer teams to optimize system efficiency and calling strategies - Liaise with field teams, legal teams, and skip-trace vendors when necessary - Develop settlement strategies for chronic accounts Qualifications Required: - Proven experience in managing tele-calling units or similar roles - Strong analytical skills and proficiency in generating reports and dashboards - Knowledge of dialer systems, CRMs, and automation tools - Ability to strategize and implement effective campaigns - Excellent communication and presentation skills - Familiarity with regulatory guidelines and compliance requirements - Experience in training and incentivizing teams for improved performance - Strong understanding of budget management and capacity planning - Collaborative mindset with the ability to work with cross-functional teams - Problem-solving skills and the ability to develop innovative solutions Please note: The job description does not provide any additional details about the company.,