Performance parameters

• Service Levels–

• Attrition and absenteeism - as per agreed KPI’s

• Quality and productivity Improvement - as per agreed KPI’s

• Customer Satisfaction - as per agreed KPI’s

• Level of subject matter expertise - as per agreed KPI’s

Any other essential function that may occur from time to time as directed by the management

Roles/Responsibility

• Manage a team of Collections representative and SMEs and be directly responsible for team performance. Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met

• Manage key metrics like PTP, Kept rate.

• Effective skip tracing- Conduct thorough research using various public and private dtasbases and update accurate information

• Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals

• Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations

• Monitor transactions on an ongoing basis and take corrective steps whenever necessary

• Identify opportunities to improve agent performance and create actionable plans that drive results

• Work cross-functionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible

• Keep the team aware of all the information related to products, procedures, customer needs and company related issues, changes or actions.

• Provide support to the Operations Leader on special duties and other duties as assigned/delegated.

• Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.

• Liaise with internal and external customers on a wide range of information regarding issues, complaints and requests for information or advice.

• Keep senior management informed on reports/results and forecast

• Assist new hires and ensure that they are brought up to speed within the shortest possible time

• Provide complete support (Administrative, process specific etc.) to the team members to perform their duties effectively

• Ensure employee satisfaction, foster a competitive spirit amongst the team

• Ensure compliance with internal policies and procedures, external regulations and information security standards.

• Effectively manage queue and balancing of work loads

Education Requirements

Graduate in any stream preferred or equivalent experience

Work Experience Requirements

• Minimum of 2 years total collections experience in Business Process Off-shoring

• Candidates should have at least 2 years of supervisory experience

• Must possess strong decision making and accountability skills

• Knowledgeable of best practices within a service-oriented, fraud and research environment

• Demonstrated ability to achieve goals through the management of individual performance objectives

• Must be comfortable in a fraud investigation research environment and possess the ability to overcome objections

• Strong training and presentation skills

• Must be effective while working both individually and as part of a team

Please refer to job description.