Assistant Manager-Tele Collection Skip to end of metadata

  • Homecredit
  • Navi Mumbai, Maharashtra, India
  • Apr 02, 2017
Full time Finance

Job Description

Must be experienced in Outbound Tele collection in Domestic Setup or Any Indian Captive Company.
Should be able to  manage the day to-day planning, Operational challenges , problem-solving of a team of agents.
To ensure service level components, Standards and  targets ,Should be able to develop the team ,To ensure delivery of a consistently superior customer experience by highly knowledgeable.
To offer creative out of the box solutions. Delivery of team collection targets,service level components, quality and productivity targets & indicators.
People Management, including all HR related issues, as well as staff development.Operational Management: Managing the floor, adherence to schedule.Ownership and problem resolution.
Call monitoring, coaching and feedback,responsible for delivery of the defined customer experience in every call.Training and development of staff. Motivation, leadership for a team Leaders agents and developing future leaders.Recommendations for product and process development based on customer feedback and analysis of the same.Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line.Compiling reports on teams performance and customer feedback.Work very closely with team members to solve customer problems.
Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.

KEY SKILLS
Must be working as AM (min. 1yr) on papers and Handling approx 120 seats and 5 TL under them.
Dialler knowledge is mandatory.
Should be able to handle Team.
People management should be strong
Should be able to  manage the day to-day planning, Operational challenges , problem-solving of a team of agents. 
Meet all set SLA's
Delivery of team collection targets,service level components, quality and productivity targets & indicators.