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Operations Manager- Call Center (Collections)

6 - 10 years

7 - 9 Lacs

navi mumbai

Posted:2 hours ago| Platform: Naukri logo

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Skills Required

team management mis collections strategy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Operations Manager

Key Responsibilities

  • Lead and manage day-to-day call center collections operations for early, mid, and late-stage delinquent portfolios.
  • Drive recovery performance by monitoring

    DPD buckets, roll rates, PTP conversions, RPCs, and collection efficiency

    .
  • Manage a team of collection supervisors, team leaders, and agents to achieve business targets.
  • Develop and execute

    dialer strategies and campaigns

    to maximize connect and recovery rates.
  • Track and improve key performance metrics AHT (Average Handling Time), RPC (Right Party Contact), PTP (Promise to Pay), CE% (Collection Efficiency).
  • Collaborate with

    Analytics / MIS teams

    to review portfolio performance and implement corrective actions.
  • Ensure adherence to

    regulatory guidelines, audit requirements, and fair debt collection practices

    .
  • Conduct regular training, coaching, and performance reviews for team members.
  • Optimize workforce management, scheduling, and resource allocation.
  • Work closely with product, risk, and compliance teams to align on collection strategies.
  • Prepare and present periodic performance reports to senior management.
  • Experience in

    managing dialer systems

    (Aspect, Genesys, Avaya, etc.) and campaign strategy.

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