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.