Job Overview
We are looking for a skilled and experienced Call Center Head - Recovery to join our team. As the Call Center Head - Recovery, you will be responsible for managing the recovery department of our call center. You will oversee a team of recovery agents and ensure efficient and effective recovery processes. The ideal candidate will have a strong background in call center management, particularly in recovery operations. This is a full-time position based in Mumbai, Maharashtra, India.
Qualifications and Skills
- Minimum of 7-10 years of experience in call center management, with a focus on recovery operations
- Strong knowledge and understanding of recovery procedures and best practices
- Proven track record of successfully managing and leading recovery teams
- Excellent communication and interpersonal skills
- Ability to handle difficult and demanding customer situations
- Strong analytical and problem-solving skills
- Ability to work under pressure and meet deadlines
- Proficient in using call center software and tools
- Knowledge of regulatory requirements and compliance related to recovery operations
- Experience in the financial services industry is a plus
Roles and Responsibilities
- Manage and oversee the recovery department of our call center
- Develop and implement recovery strategies and processes to ensure efficient and effective operations
- Monitor and evaluate recovery performance and provide regular reports to senior management
- Lead and mentor a team of recovery agents
- Provide training and coaching to improve the performance of recovery agents
- Collaborate with other departments to identify and address potential issues impacting recovery
- Ensure compliance with company policies, procedures, and industry regulations
- Maintain a high level of customer satisfaction by addressing customer concerns and escalations
- Continuously optimize recovery processes to increase recovery rates and minimize losses
- Stay updated with industry trends and best practices in recovery operations
Interested prospects can apply to [Confidential Information]
