- As an integral part of the team, the specialist will assist in shaping our operational strategies and working closely with cross-functional leaders internally to consistently achieve desired outcomes.
- Responsibilities also include managing escalations and ensuring organizational efficiency by providing guidance for client programs focused on collections.
- Lead and oversee a team of collection agents, supervisors & managers.
- Manage tasks such as recruitment, training, goal setting, feedback provision, and team motivation to achieve targets.
- Develop strategies and plans for efficient debt collection.
- Analyze data, spot trends, and implement best practices to optimize collections while minimizing losses.
- Ensure compliance with client SLAs and KPIs.
- Stay updated on relevant regulations like the Fair Debt Collection Practices Act (FDCPA) to ensure ethical and legal collection practices.
- Maintain process quality and compliance guidelines, participate in call calibration sessions, and ensure the team delivers quality results for a positive customer experience.
- Focus on nurturing positive customer relationships while collecting debts.
- Address escalated customer inquiries or complaints with professionalism and respect.
- Review collection reports to track progress and identify areas for enhancement.
- Analyze data to understand trends, identify issues, and make informed decisions.
- Assess and manage risks associated with debt collection.
- Ensure alignment of collection practices with company policies and procedures.
- Establish and enforce collection guidelines in line with organizational standards.
- Minimum of 10 years experience in BPO Operations with at least 3 years in a leadership role managing a sizable team for Collections / Sales.
- Excellent verbal and written communication skills, strategic planning abilities, and project management proficiency.
- Strong analytical and process-oriented mindset.
- Capable of working collaboratively across departments in a fast-paced environment.
- Team player, self-starter, and multitasker with the flexibility to adjust priorities quickly.
- Bachelor's degree/Masters or equivalent qualification.
- Solid understanding and expertise in the outsourcing sector.
- Identify and leverage opportunities to improve product offerings and maintain competitiveness in the market.
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AGM/DGM - Operations - Collections & Sales Process - Kolkata, India - Jindalx
Description
We are in need of an AGM / DGM - Operations who is not afraid to get their hands dirty and lead by example.
AGM/DGM - Operations - Collections & Sales Process professionals in Kolkata
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Koustav Lahiri
Manager
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joydip das
MY BIODATA