Manage the portfolio performance through a team of Team Leaders & Telecalling Agents
Monitor & track resource availability and utilization as per forecasted volumes/headcount
Regular review of all the critical metrics to track the portfolio health and ensure healthy process controls as per defined SOW
Anticipate resources required in line with the organization s business goals and objectives
Setting targets among the team members and coordinating with internal and external stakeholders through structured review mechanism for achieving the targets.
Ensuring daily dialer callable inventory penetration and completion as per target
Ensuring all the Dialer metrics are achieved monthly by the team
Ensuring Vendor meets the SLA target every month
Ensuring timely audit of vendor processes and documents
Capacity planning, Hiring, Refreshers for the team Leaders and tele-calling team.
Manage attrition & retention on the TC resources
Conduct regular call listening/feedback sessions with the team for skill improvement
Ensuring vendor Bills are submitted on time without any delay every month
Ensure SVCL audit completed by quarterly
Creating user ID & application ID for the Telecallers on time
To make outbound calls to collect outstanding dues from VIP, SBI Card employee & Deceased Cardholders for charge off accounts
Log accurate and relevant information of the conversation with the customer on system as per with Collections guidelines
Achieve individual productivity goals
Ensure compliance to Business policy, Collections processes and procedures
Ensure training & certification of vendor tele-calling agents as per given process & schedule; Ensure DRA trainings are mandatorily imparted to new agents and course-completion certificates are in place for them before they are deployed on floor; Utilize call-listening framework to identify further training-needs for existing agents and ensure relevant trainings / refresher are arranged for such agents on priority
Should possess strong execution skills; identify problems and implement solutions quickly and effectively
Good communication, negotiation and interpersonal skills with evidence of teamwork and collaboration.
