Floor Manager- Call Center (Collections)

Role Overview

Floor Manager Collections

Key Responsibilities

• Manage day-to-day floor operations for the collections process across multiple DPD (Days Past Due) buckets.
  
• Supervise and guide

  Team Leaders and Collection Agents

  to achieve recovery targets.
• Monitor and track key collection metrics: RPC (Right Party Contact), PTP (Promise to Pay), CE% (Collection Efficiency), and roll rates.
  
• Implement

  dialer strategies and calling campaigns

  in coordination with the Operations Manager.
• Conduct daily huddles, performance reviews, and coaching sessions to enhance agent productivity.
  
• Ensure strict adherence to

  compliance, quality standards, and regulatory guidelines

  .
• Resolve escalations related to customer calls and payments.
  
• Collaborate with MIS/Analytics teams for data insights and corrective actions.
  
• Maintain floor discipline, workforce scheduling, and attendance adherence.
  
• Identify training needs and support learning interventions for the collections team.
  
• Report daily/weekly floor performance to senior management.
  

Required Skills & Qualifications

• Graduate in any discipline (MBA preferred but not mandatory).
  

• 5–8 years of experience

  in call center operations, with at least

  2–3 years in collections leadership (Team Lead / Assistant Manager / Floor Manager role)

  .
• Strong knowledge of

  collections lifecycle, dialer operations, and call center KPIs

  .
• Hands-on experience with

  dialer systems

  (Aspect, Avaya, Genesys, etc.).
• Proven ability to manage a large team (50–100 FTEs).
  
• Strong analytical skills with ability to track and drive performance metrics.
  
• Excellent leadership, communication, and conflict management skills.
  
• Knowledge of

  compliance and audit requirements

  in collections.

Good to Have

• Experience in BFSI / NBFC / Fintech collections environment.
  
• Exposure to collection systems (FinnOne, Debt Manager, or similar).
  
• Familiarity with digital / omnichannel collections strategies.