Role - Collection, Voice process
Shift - US (Graveyard 6:30 pm – 7:00 am
Exp - 15+ yrs
Location - Gurgaon
Responsibilities:
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 (India)
🏢 Genpact
📍 India