Sr.Manager/Associate Director Operations Collections – Contact Centre

  • Permanent
  • Udaipur
  • 2 weeks ago

Job Information

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    Salary ₹ 1000000 - 1500000
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    No. of Openings 1 opening
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    Required Skills : Collection,Contact Center
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    Job Experience : 4 - 8 years
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    Job Qualifications Bachelor's Degree

Job Description

JD for Sr.Manager/Associate Director Operations Collections – Contact Centre

Industry: BPO/Customer Service

Location: Udaipur/Navi Mumbai/Bhopal/Jamshedpur/Bengaluru/Hubli/Mohali

Brief Job Description

Client is a technology-led business process management organization with a customer and community-centric approach. Customer Experience, RPA/IPA-driven digital transformation, and Machine Learning / Trust & Safety Operations comprise the core of the business.

Client is hiring for Sr.Manager/Associate Director Operations Collections – Contact Centre. This is a pivotal role in driving operations in high growth Contact Centre/Customer Experience business. 

Role Profile 

  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction 
  • Collections outbound large-scale operations handling 
  • Establish & Manage Relationships / Engagement with the Clients 
  • Oversight of team – organizes resources, sets goals, call out strategy from executives and client on a day-to-day basis, reporting responsibilities
  • Managing day to day Sales targets (B2C/B2B Collections) 
  • Responsible for following agreed governance model, escalation & communication plan 
  • To ensure team members achieve agreed standards in relation to their job assignments 
  • To ensure training of new staff on the corporate policy rules to be adhered to 
  • To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules 
  • Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth 
  • Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates 
  • Identify and drive continuous improvements and initiatives in process 
  • Coach & mentor Team lead so that they can manage their teams better 
  • Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance appraisals and attrition managemen