- Performance · Drive Resolution Targets: Oversee day-to-day operations of the telecalling team to maximize the recovery of delinquent accounts. · Performance Monitoring: Conduct real-time queue management, monitor call volumes, talk time, and wrap-up time to maximize team productivity. · Skill Development: Mentor, coach, and provide constructive feedback to agents through live call monitoring and regular quality audits. · Roster Management: Manage team attendance, shrinkage, and login hours to ensure optimum resource utilization. Process &
- Escalation Handling · Escalation Support: Step in to handle high-value or highly resistant delinquent customers to negotiate concrete repayment structures. · Data Allocation:
Allocate database portfolios systematically to ensure optimum coverage of all customer segments (e.g., Bucket 1 to Write-off accounts). · Skip Tracing Tracking: Guide the team on using standard tools and negotiation techniques to track down hard-to-reach customers. Compliance &
- Reporting · Regulatory Compliance: Ensure that the entire team strictly adheres to fair debt collection practices, legal boundaries, and industry guidelines (e.g., RBI regulations for domestic lending portfolios). · MIS &
- Analytics: Prepare and present detailed daily/weekly collection reports, aging analyses, and recovery velocity metrics to management.