Verified Job
Customer Support / TeleCaller
Manager BPO Collections
Customer Support / TeleCaller
#385953
Remote / WFH
Job Description
Job Description:
As the BPO Operations Manager, you will oversee all aspects of customer call centers, focusing on driving collection targets, resolving customer issues, maintaining compliance, and optimizing operational efficiency.
Your responsibilities include:
Collection Target Management:
- Drive monthly collection targets and ensure their achievement, particularly focusing on pre-due and soft bucket collections.
- Monitor daily call center activities to ensure the attainment of daily call and contact ratios, implementing strategies to enhance performance.
Customer Issue Resolution:
- Provide timely resolution to irate customers within specified timeframes, addressing their concerns effectively to maintain customer satisfaction.
Compliance Maintenance:
- Ensure strict adherence to compliance standards throughout the collection process, minimizing regulatory risks and ensuring ethical practices.
Reporting and MIS:
- Prepare and present necessary reports for review providing end-to-end reporting of Management Information Systems (MIS) with service level agreements.
Resource Utilization:
- Optimize the utilization of agents across various processes, ensuring efficient allocation of resources to maximize productivity.
Quality Assurance:
- Conduct quality checks on call center operations by listening to random calls and providing detailed feedback to agents for continuous improvement, meeting target quality levels.
Feedback Mechanism:
- Provide timely feedback to the team and individual agents, keeping them updated with the latest changes in company policies and procedures.
Project Management:
- Lead the implementation of various projects aimed at automating, simplifying, and improving processes within the call center operations, ensuring successful project outcomes.
- This role requires strong leadership, analytical skills, and the ability to effectively manage and motivate a team to achieve collection targets while maintaining high levels of customer satisfaction and compliance.
- Effective communication and project management abilities are essential for driving process improvements and ensuring the smooth functioning of BPO operations
As the BPO Operations Manager, you will oversee all aspects of customer call centers, focusing on driving collection targets, resolving customer issues, maintaining compliance, and optimizing operational efficiency.
Your responsibilities include:
Collection Target Management:
- Drive monthly collection targets and ensure their achievement, particularly focusing on pre-due and soft bucket collections.
- Monitor daily call center activities to ensure the attainment of daily call and contact ratios, implementing strategies to enhance performance.
Customer Issue Resolution:
- Provide timely resolution to irate customers within specified timeframes, addressing their concerns effectively to maintain customer satisfaction.
Compliance Maintenance:
- Ensure strict adherence to compliance standards throughout the collection process, minimizing regulatory risks and ensuring ethical practices.
Reporting and MIS:
- Prepare and present necessary reports for review providing end-to-end reporting of Management Information Systems (MIS) with service level agreements.
Resource Utilization:
- Optimize the utilization of agents across various processes, ensuring efficient allocation of resources to maximize productivity.
Quality Assurance:
- Conduct quality checks on call center operations by listening to random calls and providing detailed feedback to agents for continuous improvement, meeting target quality levels.
Feedback Mechanism:
- Provide timely feedback to the team and individual agents, keeping them updated with the latest changes in company policies and procedures.
Project Management:
- Lead the implementation of various projects aimed at automating, simplifying, and improving processes within the call center operations, ensuring successful project outcomes.
- This role requires strong leadership, analytical skills, and the ability to effectively manage and motivate a team to achieve collection targets while maintaining high levels of customer satisfaction and compliance.
- Effective communication and project management abilities are essential for driving process improvements and ensuring the smooth functioning of BPO operations
