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Tuyển Collection Manager (Call Center)

Công ty TNHH Vietnam Concentrix Services

Mức lương: Thỏa thuận Kinh nghiệm: 8 năm Nơi làm việc: Tp Hồ Chí Minh Trình độ: Đại học Đã hết hạn

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Mô tả công việc

To manage a team of 150 + agents
To supervise and manage team leaders and team supervisors (TL, AM, DM etc.)
Manage Early Collections Buckets: Pre-Due, B1New 0-30 and B1BOM 31-45 dues
Manage with ACR of 5000+ for Pre-Due, 1000 for B1New and 450 for B1BOM
Look at data and understand to apply the right dialing strategy – both Auto dial & Manual dial
Drive performance of Buckets to achieve 100% of set targets
Manages overall personnel performance and discipline
Liaise with Client on collection strategy, risk and Operations Support
Set KPIs for the staff and targets for them
Should be strong on understanding of Numbers
Ability to drive performance by improving hard work and skill of the agents & Team Leaders
Evaluation of operational practices and procedures
Provide direction to staff, ensure fix the problems
Provide expertise and leadership in assigned functional area
To ensure customer delivery metrics, revenue achievement.
Employee care and Attrition should be under control
Manage all client interaction and communication, should front end the relationship with the client
Identify growth Opportunities by getting more business from the client
Regular 1 to 1 with Team Leaders/ Supervisors and skip level with Agents
Attrition Management and capacity planning
Ensure team deliverables are met.
Highlight issues faced by the team & ensure resolution most effectively
Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork
Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations. systems and procedures
Drive a culture of Learning within the team.

Yêu cầu công việc

8+ years Working experience in business operations field and at least 2 years team management experience (from Supervisor level up to manager), experience in collection is an advantage *Required skills
Fluent in English(verbal/ written) preferred
Strong Interpersonal and customer service skills
Strong analytical and project management skills
Excellent time management skills
Proven problem solving skills
Independent elaborative faculty
Hands-on but structured approach
Team spirit, persistent, highly trustworthy and loyal
Intermediate computer skills.