- Led large-scale voice/contact center operations with direct responsibility for collections.
- Understands the selections metrics, dollar per hour, RPC (Right Party Contract), CTP (Commit to Pay / Promise to Pay), collection rate, PTP (promise to pay rate)
- Managed outbound calling teams focused on collecting overdue payments.
- Robust customer experience orientation, including complaint handling and escalations.
- Confident client-facing communicator who can lead meaningful business discussions.
- Managed team leaders, managers, attrition, productivity, and employee performance.
📌 Contact Center Director (Gurugram)
🏢 Genpact
📍 Gurugram
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