Job Title | Assistant Manager - Tele Collections |
Position Details | Reporting to Manager |
Key Responsibilities | Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities |
Job Duties | Should deliver the KPI as required and maintain self KPI like Quality, Attrition, Shrinkage and roaster management. Should manage and motivate a quality team of 30-60(Collections agent) with good product and process knowledge Manage the Collections process Ensure that achieving Quality target based on the business requirement. Preparing and Maintaining internal reports for MIS and reports to management. Ensure agents are delivering individual targets and KPI by having team meetings on a regular basis with direct reports. Should handle call monitoring exercises, escalations and follow up with the other department to solve the queries of the customers. Manage absentee & attrition control at all level in team. Ensuring respective KRA’s in terms of Login hours, Productivity, AHT and monitor Conducting review on daily /weekly & monthly basis and share the feedback Ensure target set to an Individual for Achieving KRA and MTD kept amount target from the month to date and train operators to meet all individual KRA’s. Ensure actions are taken and monitored on personnel and payroll issues. Manage by fixing productivity parameters for collection Agents, monitoring performance against set parameters and Weekly review with the executives. Responsible for smooth flow of process relating to Collections. Prepare and publish report on daily basis the team performance. |
Skillset | Excellent communication skills, high motivational level & achievement oriented. Negotiation Skills and driving results in a high-performance environment. Demonstrated ability to lead from the front. Strong Leadership Skills, Clarity of thought and perseverance. Working knowledge of computers, Excel, data management end-end. |
Qualification | Any Graduate and Post-Graduate |
Experience | 1-year experience as Assistant – Sales,Collections, overall exp should be 4-6 years |
Location | Ulsoor |
CTC | Up to 6.00 LPA |
Shift | General |