Operations Manager (Collection) [Pakistan]

 

Job description

• Handle Call Center Collection Team.
• Trained and supervised the collection team.

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• Handled different customer services, credit reporting, and skip-tracing issues.
• Resolving escalated complaints.
• Optimizing call center productivity, achieving correct quality, and minimizing costs
• Responsible for developing and implementing collection policies and procedures. Worked as a recovery agent.
• Must have complete knowledge of the product and process.
• Monitor call performance of team members against standards; receive input from Quality Control and Training Department; coach/mentor team members using data received from a variety of sources.
• Taking follow-ups of the assigned tickets.
• Maintain performance records/reports of the team.
• Review reports to ascertain the status of collections and balances outstanding and to evaluate the effectiveness of current collection policies and procedures.
• Ensuring compliance and providing support in the day-to-day performance.
• Resolution of any queries faced by the team and informing Director Operations.
• Ensure, Identify, and improve the performances of individuals.
• Motivate the team to achieve targets as per timelines.
• Lead and develop teams to maximize their potential
• Manage attendance, leaves, and roasters of team.
• Managing around 70 people.

Skills Required:

• Good Verbal and written communication skills.
• Must have strong leadership and management skills.
• Excellent analytical skills.
• The ability to work accurately and independently.
• Ability to work to strict deadlines.
• Ability to work under pressure.
• Strong time and people management skills.

Education: Should have a bachelor's degree in the domain of Accounting and Finance.

Experience:

• Should have experience as a Team supervisor (Call Center).
• Should have experience in Credit Recovery of Microfinance bank (Preferable)
• Credit Recovery (Required)
• Call Center Team Management (Preferred)
• 5 Years of Call Center (Preferred)

Location: IJP, Rawalpindi.

Industry:

• Financial Services

Employment Type:

• Full-Time

Job Type: Full-time

Salary: Rs120,000.00 - Rs130,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Recovery: 2 years (Preferred)

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