Company: IDFC FIRST Bank
Location: India
Employment Type: Full-time
Description:
Role/Job Title – Business Process Manager-Collections Call Centre
Function/Department – Retail Banking
Job Purpose
The person will be responsible for systems used in the execution of strategies for collections. Will require to monitor Dialer and SFDC allocations in campaigns, application of filters by partners, help resolve and trouble shoot issues with Cisco dialer at partner locations. Ensure partner is following the segmantation and other strategies while running the campaigns on the dialer. Manage any / all systems and strategies for CC and CC Field operations.
Roles & Responsibilities
• The person will be responsible for systems used in the execution of strategies for collections. He/She will design and implement the collections strategies on dialler, sfdc, smart collect app etc. for better resolutions in all campaigns managed under the umbrella of call centre collections.
• The person will monitor Dialler and SFDC allocations in campaigns, application of filters by partners… help resolve, and trouble shoot issues with Cisco dialler at partner locations. Ensure partner is following the segmentation and other strategies while running the campaigns on the dialler. Devise strategies for better contractibility and higher resolution with focused approach.
• Implement, control and evaluate calling strategies on the predictive dialler
• Continuously innovate to improve the performance of the dialler
• Campaign monitoring and troubleshooting
• Analysing report by interpreting results and by asking additional recommendations to increase dialler performance.
Managerial & Leadership Responsibilities
• Should lead the discussions with call centre partner teams while ensuring compliance to aligned strategies.
• Technical and Analytical (production and interpretation)
• Effective decision making
• High attention to detail
• Persuasive, influence and initiate action.
Educational Qualifications
Graduate – Any Graduate
Experience
10 – 15 years in BPO, Financial Industry/ Dialler Management, Understand Campaign Management
Source: LinkedIn
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