Call Center Head / AVP Collections

Call Center Head / AVP Collections

1 Nos.
51184
Full Time
7.0 Year(s) To 10.0 Year(s)
20.00 LPA TO 25.00 LPA
ITES / BPO / KPO / Customer Service / Operations
Banking/Financial Services
Job Description:

Job description

Call Center Head
Location: Hyderabad (India)


ROLE
This role of Head of Call center requires successfully implementing best call center practices and procedures aligned with Collections standards. This role would require driving all strategies for effective banking collections service delivery.

Reporting to the Head of Collections, this role must support & deliver in all aspects of collections operations and efficient service delivery through our Call Center.

MAIN RESPONSIBILITIES

  • Maintain a high level of performance for key collections service metrics including Service level, abandon ratio, and call answer rate.
  • Analyze and track the team's performance against defined metrics and drive continuous process improvement to improve the overall efficiency of collections teams.
  • Optimizing call-center productivity, achieving quality standards, and minimizing cost.
  • Coordinating with internal teams for speedy closure of escalated cases.
  • Ensure the teams follow companies policies and collection processes, disciplinary, and execution when needed.
  • Lead and develop and motivate the collections team to attract, retain and develop the capacity, capability, and talent to ensure the delivery of business objectives.


QUALIFICATIONS

Desired Candidate Profile: Strong People & Process oriented in Collections Call center management with around 8 years + of experience in banks, NBFCs, or fintech companies.

  • Proven Experience in Banking Collections Management through Call center / Contact center is a MUST
  • Graduation/PG (in Management) or MBA is preferred.
  • Strong leadership skills
  • Advanced motivating and inspiring people management
  • In-depth understanding of call center performance parameters and their drivers
  • Ownership and proactive approach

 

Company Profile

Ever since the company began their journey in 2013, their aim has been to enable --- for every possible earning individual. Like payments, which has become digital, embedded & ubiquitous in the last 8 years, --- too will become a ubiquitous instrument for a consumers/business owner to transact for various purchases whether it is a vanilla Term Loan to consumer financing to working capital finance.

And they are at the forefront of this shift.


They  are one of the top-rated AI companies in India built --- scores, alternate data products using multiple data
sources and operate as “SAAS” for 50+ clients across banking and tech industry.

They have embedded our solution with internet platforms that want to offer a loan product to their users.

Their team comes from variety of backgrounds: Experts from NBFC, Bureaus, Banking, Technology, Ex
entrepreneurs co-located PAN-India diverse.

Apply Now

  • Interested candidates are requested to apply for this job.
  • Recruiters will evaluate your candidature and will get in touch with you.

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