We are looking for a AGM / DGM - Operations, who will roll up their sleeves and lead from the trenches.
- As a key member of the team, the specialist will help craft our operational strategies and collaborating with cross-functional leaders internally to deliver consistently by meeting desired deliverables.
- It also includes handling escalations and ensuring organizational effectiveness by providing leadership for the collection-based client programs.
Key Responsibilities:
- As a collection leader you will be responsible for leading and managing a team of collection agents, supervisors & managers.
- This involves tasks such as hiring, training, setting performance goals, providing feedback, and motivating team members to meet targets.
- Responsible for strategies and action plans for effective debt collection.
- This may involve analyzing data, identifying trends, and implementing best practices to maximize collections while minimizing losses.
- Ensure meeting clients SLA & client KPI Management
- Ensuring compliance with relevant regulations and company policies is essential.
- The collection leader must stay updated on laws such as the Fair Debt Collection Practices Act (FDCPA) and ensure that collection practices are ethical and legal.
- Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer.
- While the primary goal is to collect debts, maintaining positive relationships with customers is also important.
- The collection leader may need to handle escalated customer inquiries or complaints and ensure that interactions with debtors are conducted professionally and respectfully.
- Reviewing reports on collection activities and outcomes is necessary for tracking progress and identifying areas for improvement.
- The collection leader analyzes data to understand trends, identify issues, and make informed decisions.
- Assessing and managing risks associated with debt collection is part of the role.
- This may involve evaluating the creditworthiness of debtors, identifying potential fraud or default risks, and implementing strategies to mitigate losses.
- Ensuring that collection practices align with company policies and procedures is essential for consistency and compliance.
- The collection leader establishes and enforces guidelines for handling collections in accordance with organizational standards.
Role Requirement:
- 10+ Years of experience in BPO Operations out of which 3 years and above should be in a leadership role managing a large team for Collections / Sales
- Strong skills in verbal and written communications, strategic planning, and project management.
- Analytical and process-oriented mindset.
- Ability to work effectively across multiple departments in a deadline-driven environment.
- Active team player, self-starter, and multitasker who can quickly adjust priorities.
- Bachelor's degree/Masters or equivalent.
- Possess in-depth knowledge and expertise in the outsourcing domain.
- Analyze and capitalize on opportunities to enhance our product offerings and remain competitive in the marketplace.
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