Manager Collections Tele Calling

Job description

Roles and Responsibilities : • This role is responsible to manage delivery of SLA / KPIs related to collections • Sharing the delinquent reports based on the risk factors • Establishing contact with customers and supporting the tele-calling vendors • Publishing all necessary reports to the supervisors on a daily basis • Aligning collection practices as per the culture of Ujjivan; • Guiding and developing the team of tele-callers . • Manage service standards and TATs are achieved with respect to calls made and collection related services provided • Set connect with customers and ensure resolutions targets are met • Quality Control – Monitoring of calls and call barging; Live Floor assistance; floor monitoring; escalation handling. • Coordinating Tele calling Agency and Internal Team. • Reviewing and Updating Calling Scripts. Job Requirements : • 2-5 years of experience in agency management, collection management, or similar roles in the banking industry. • Strong understanding of debt management principles, including loan recovery processes and NPA management. • Proven track record of achieving high levels of performance in collections strategy development and execution.