Contact Center Manager - Collections

To ensure the target assigned to the unit are met on a monthly basis To track & monitor the efficiency & productivity of each tele-caller To publish daily tracker on – Caller wise call monitoring, efficiency & achievement To generate & publish dialer-based reports & dashboards To explore various dialers, CRMs operating in the markets To evaluate and automate various reports related to the tele-calling unit To strategize & implement various strategies & run campaigns accordingly To develop different campaigns & run projects as and when required To monitor & track the strategies implemented – success rate To coordinate with the branches on PTPs, Pickups on a daily basis To prepare PPTs & reports for the senior management on a monthly basis To train the tele-calling unit on a monthly basis Initiate various incentives schemes for better productivity & efficiencies To manage capacity plans for the unit as per the budget and ensuring the Collection Code Of Conduct adherence from the unit. Ensure adherence to RBI/Regulatory guidelines, fair practice codes, and internal policies. Work with IT/dialer teams to ensure system efficiency Ensure effective calling strategies for soft, medium, and hard buckets. Track right party contacts (RPCs), PTP (promise-to-pay) conversions, and follow-ups. Optimize shift scheduling, dialer management, and calling scripts. Liaise with field teams, legal teams, and skip-trace vendors as needed. Settlement strategies for chronic accounts.

Created: 2025-07-20