Head of Call Center

Broader responsibilities

Managing resolution rate for flows/recoveries for respective zone

Should drive high-quality customer experience in collections and manage escalations.

Drive team and vendors to produce better results.

Meet Collection benchmarks for the given portfolios.

Functional responsibilities:

Lead the implementation of various collections strategies for your region across various buckets and within Call center

Work closely with the vendor team who all are directly involved in CV portfolio and it's day

to day operations, i.e frontline callers, TL, QA, trainers to provide constructive real-time/ scheduled feedback.

Focus on Quality imperatives such as first-time resolution and responsiveness.

Deadline, detail-oriented and comfortable working in a fast-paced and open/ flexible environment

Developing and sustaining long-standing relationships with company-approved vendors.

Meeting with suitable vendors to assess their products, inquire about their services and share

inputs wherever is required.

Horizontal responsibilities:

Proactively raise red flags and challenges on issues within your region - related to capacity

shortage, attrition, technical issue etc.

Be proactive in providing feedback to central strategy and policy teams on pool specific

challenges - for ex. Contractibility challenges