Manager - BPO Collections

Job Description:

As the BPO Operations Manager, you will oversee all aspects of customer call centers, focusing on driving collection targets, resolving customer issues, maintaining compliance, and optimizing operational efficiency.

Your responsibilities include:

Collection Target Management:

- Drive monthly collection targets and ensure their achievement, particularly focusing on pre-due and soft bucket collections.

- Monitor daily call center activities to ensure the attainment of daily call and contact ratios, implementing strategies to enhance performance.

Customer Issue Resolution:

- Provide timely resolution to irate customers within specified timeframes, addressing their concerns effectively to maintain customer satisfaction.

Compliance Maintenance:

- Ensure strict adherence to compliance standards throughout the collection process, minimizing regulatory risks and ensuring ethical practices.

Reporting and MIS:

- Prepare and present necessary reports for review, providing end-to-end reporting of Management Information Systems (MIS) with service level agreements.

Resource Utilization:

- Optimize the utilization of agents across various processes, ensuring efficient allocation of resources to maximize productivity.

Quality Assurance:

- Conduct quality checks on call center operations by listening to random calls and providing detailed feedback to agents for continuous improvement, meeting target quality levels.

Feedback Mechanism:

- Provide timely feedback to the team and individual agents, keeping them updated with the latest changes in company policies and procedures.

Project Management:

- Lead the implementation of various projects aimed at automating, simplifying, and improving processes within the call center operations, ensuring successful project outcomes.

- This role requires strong leadership, analytical skills, and the ability to effectively manage and motivate a team to achieve collection targets while maintaining high levels of customer satisfaction and compliance.

- Effective communication and project management abilities are essential for driving process improvements and ensuring the smooth functioning of BPO operations.