Description
Operational Management
- Lead and manage a debt collection call center comprising 100+ employees.
- Develop and implement collection strategies to improve recovery rates.
- Monitor daily collection activities and ensure achievement of departmental KPIs.
- Ensure compliance with company policies, regulatory requirements, and collection procedures.
- Analyze collection performance and identify opportunities for improvement.
- Prepare and present collection reports, forecasts, and action plans to management.
- Manage Team Leaders, Supervisors, and Collection Agents.
- Set performance targets and monitor team productivity.
- Conduct regular performance reviews and coaching sessions.
- Develop succession plans and build a high-performing collection team.
- Foster a culture of accountability, professionalism, and continuous improvement.
- Monitor call quality and customer interactions.
- Ensure adherence to service standards and collection best
practices.
- Identify training needs and coordinate staff development initiatives.
- Implement performance improvement plans where necessary.
- Develop collection campaigns and recovery initiatives.
- Optimize workforce planning and resource allocation.
- Utilize data analytics to improve collection efficiency and portfolio performance.
- Recommend process improvements and automation opportunities.
- Collaborate with Operations, Risk, Legal, and Customer Service teams.
- Manage escalated customer cases and disputes.
- Provide regular updates and recommendations to senior management.