Assistant Manager - Tele Collection (Gurgaon)

23/03/2015 10:34

Job Title: Assistant Manager - Tele Collection

Location: Gurgaon

Job Description

  • 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 team s 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. 

Experience Required 

  • Minimum 24 Months of Experience in handling Team & Team Leaders  
  • Experience in Tele- Collections /collections /Operations BPO collections, Excel in MIS. 
  • Good communication skills.



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