Contact Center Manager - Collections

As a Tele-calling Unit Manager, you will be responsible for ensuring that the unit meets its monthly targets. This includes tracking and monitoring the efficiency and productivity of each tele-caller and publishing daily trackers to monitor call performance, efficiency, and achievements on a caller-wise basis. You will be required to generate and publish reports and dashboards based on dialer data, as well as explore various dialers and CRMs in the market. Automating reports related to the tele-calling unit and strategizing and implementing campaigns will be part of your responsibilities. Monitoring the success rate of implemented strategies, coordinating with branches on daily activities, and preparing presentations and reports for senior management are crucial tasks. Training the tele-calling unit regularly and initiating incentive schemes for improved productivity are also key aspects of the role. Managing capacity plans within budget constraints, ensuring adherence to Collection Code Of Conduct, regulatory guidelines, fair practice codes, and internal policies are essential for this position. Collaborating with IT and dialer teams to optimize system efficiency and calling strategies across different buckets is required. Additionally, liaising with field teams, legal teams, and skip-trace vendors when necessary, and developing settlement strategies for chronic accounts are part of the job scope. Overall, your role will involve overseeing the tele-calling unit's operations, implementing effective strategies, and ensuring compliance with relevant regulations and policies.,