Tele Collection Manager - Early Collection - BPO

Summary (Brief Summary of a Job):

To supervise the Early Collections team, define, monitor and ensure consistent delivery of process targets, drive process improvement initiatives. Management of overall business operations & coordinate with various departments and teams to ensure delivery of business goals.

Job Responsibilities:

- Effective and efficient Implementation of the overall business strategy for Early Collections Team.

- Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .

- Actively monitor bucket inefficiencies and suggest recommendations to improve the collection strategy

- Designing calling strategy and dialer management

- Manpower planning as per the forecast volume and ensure effective manpower alignment to drive bucket efficiency.

- Define KPIs, mentor Managers / Assistant Managers, manage performance and conduct periodic reviews of team to share feedback and focus on performance improvement.

- Suggest recommendations for learning and development, career progression, internal movement & employee engagement initiatives aimed at reducing attrition.

- Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement

- Liasion with support functions to improve team performance.

- Conduct daily briefings to keep the team abreast to process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

Desired Profile:

- Expertise in supervising Early Collection team with a capacity of about 500-700 employees

- Overall 10-12 years of experience across Call Center / Banking / Consumer Finance background

- Practical experience in Collections strategy and processes

- Advanced knowledge of MS Office (especially Excel - macros, formulas, PowerPoint)

- Advanced financial and analytical thinking

- Excellent Communication and presentation skills HTML,XML,XSL understanding

- Java basic overview

- Linux system overview(preferably red hat)

- Familiar with basic IIS security

- General Windows Sys admin experience

Who should Join:

- Structured, Systematical approach and strong analytical skills

- Strong, determinate, meeting agreed deadlines

- Flexible and adaptable for changes

- Creative to solve problems, pro-active

- Open-minded and innovative

- Cooperative and supportive

- Able to work and perform under pressure

- Effective communication skills - written and verbal

- Ability to prioritize and delegate tasks