Job Description

Role & responsibilities Location - Bangalore/ Hyderabad/ Gurgaon/ Kolkata Exp - 4+ yrs into B2B/ B2C Collections in international markets call On: 8081340365/ 773852446 / send cv on kpo@contactxindia.com / disha@contactxindia.com B. Com preferred Deep Domain knowledge on OTC processes (Billing, Cash & Collections) Excellent Analytical & Communication skills. JD- Coach and mentor team supervisors. Ensure key operational and customer performance targets are met (KPIs, FCR, Net Promoter Score, Service Levels). Drive Continuous Improvement Initiatives Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationships, understand customer issues proactively Set goals for the team and communicate goals on a regular basis Coach & mentor people Motivating team with excellent touch Leading calls with clients and other business functions Preparation of dashboards and ability to understand current Business processes and suggest improvements Manage Day to Day Operations & service delivery for a Team of 100+ employees, who will be in charge for Client Order to Cash process and assess them in accordance Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy and accuracy. Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) in order to drive effectiveness & efficiencies Responsible for E2E contractual (SLAs, KPIs) & internal metrics, including billing & financials. Preferred candidate profile Perks and benefits