Lead Tele Collection- Call Center North

Objective: Will be leading the Inhouse Collection Contact Center- North with capacity more than 1000 employee rolling up. Managing high volume unsecured accounts. Responsibilities: Responsible for Tele Collections performance at zonal level Implement & Monitor overall business strategy Drive various process targets to achieve business goals Responsible for pre-due collections and contracts till 90 DPD Ensure higher resolution and lower delinquency flowing to next bucket Provide feedback and recommendations to drive process improvement and cost efficiency Monitor and provide recommendations for calling and dialer strategy Ensure the center is appropriately rostered with shrinkage below specified threshold Ensure the center is aligned to departmental culture and methodology Liaison with support functions to improve team performance Deliver high customer experience with minimum complaints Provide timely communication regarding forecasting and planning of manpower and other infrastructure Ensure learning and development, career progression, employee engagement initiatives aimed at reducing attrition Align efforts to mentor and groom talent at levels below Drive performance management Conduct periodic performance reviews of direct reports and levels below through effective feedback Desired Skills: 8+ years of experience in managing call center, high volume accounts and strong team management. Strong understanding of Collection Pyramid, NBFC guidelines, attrition and shrinkage management. Show more Show less