Job Description

• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.

• Review and resolve issues.

• Meeting KPIs and client defined targets.

• Training and coaching on floor.

• Quality and feedback for team members for driving performance.

• Perform quality evaluations and provide coaching/feedback on performance to team members

• Process Improvement and increasing efficiencies.

• Communication with internal and external stakeholders

• Reporting and analysis on reports and avenues for improvement.

• Work in Collections target orientation environment

• Manage shrinkage & absenteeism; Attritions etc.

• Outlier agent support/management

• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required

• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps

Requirements:

• Must have a Bachelor’s degree with both TOR and Diploma on hand

• 5 to 7 years of experience in Contact Centre & in B2B Collections Environment.

• Experience in a Team Leading role in Collections portfolio for at least 2 years

• With over-all working experience of at least 8 years

• Complete and thorough understanding of B-2-B Collections work modalities and requirement

• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)

• Excellent Verbal and Written Communications skills to handle NA region customers.

• Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.

• Work in Collections target orientation environment

• Fair understanding on Quality tools and methodology

• Good communication & Interpersonal skills

• Strong analytical and problem solving skills

• SLA Management, must possess functional and strategic knowledge of domain to manage and add value to the metrices

• Client management and effective delivering on the expectations set by the client on daily and monthly basis.