Posted By
192
JOB VIEWS
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APPLICATIONS
0
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Posted in
BPO
Job Code
1406901
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.
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Posted By
192
JOB VIEWS
53
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
BPO
Job Code
1406901
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