Call Centre Manager

Job Purpose:

You will own and manage collections operations at a regional level for Prefr's digital PL portfolio. You will be accountable for two key metrics within your Call center - delivering resolution targets across the buckets you manage and managing costs within set guardrails

What you will do:

Broader responsibilities:

- Managing resolution rate for flows/recoveries Pan India.

- Should drive high-quality customer experience in collections and manage escalations.

- Drive team and vendors to produce better results.

- Meet Collection benchmarks for the given portfolios.

Functional responsibilities:

- Lead the implementation of various collections strategies for your region across various buckets and within Call center

- Work closely with the team members to provide constructive real-time/ scheduled feedback.

- Focus on Quality imperatives such as first-time resolution and responsiveness.

- Deadline, detail-oriented and comfortable working in a fast-paced and open/ flexible environment

- Developing and sustaining long-standing relationships with company-approved vendors.

- Meeting with suitable vendors to assess their products, inquire about their services,

Horizontal responsibilities:

- Proactively raise red flags and challenges on issues within your region - related to capacity shortage, attrition, technical issue etc.

- Be proactive in providing feedback to central strategy and policy teams on pool specific challenges - for ex. Contractibility challenges

Success metrics:

- Drive key processes to deliver on resolutions numbers for your specific Call Center/region

- Drive key processes to ensure input call center input metrices are in place to delivery assigned target

- Participate and provide feedback/inputs to strategy team to shape strategies for your region (and potentially PAN india)

- Play a key role in ensuring 100% process adherence and code of conduct adherence for your call center

- Adhere and drive call center SOP

Must haves

- Min 8 years Experience in Tele- Collections

- Must have people management experience in last

- Handled min 50+ team size

- MIS/ Analytical skills - to be able to work on dashboards, reports

- Strong understanding of tele collection operations, strategies & best practices

Should haves

- Preferred Industry experience - Bank / NBFC / Fintech handling tele-collections

- Experience in vendor management

Nice to have

- P&L Understanding

- Proficiency in regional language could be advantage

- Experience in change management and process improvement initiatives