Senior Manager- Collection Call center (Airoli- Mumbai)

Home Credit

10 - 20 years

12 - 18 Lacs

Navi Mumbai

Posted:3 days ago| Platform:

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Skills Required

Tele Collection Collection Management Call Center Management Call Center Operations Dialer Management Contact Center Management Collections

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & 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

16. Conduct periodic performance reviews of direct reports and levels below through effective feedback

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