- 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
Exp- 2 Years in Collections
Min Graduate
