We are looking for an Assistant Manager – Collection with strong experience in Credit Card Collection/Recovery processes. The ideal candidate must have excellent team-handling abilities, strong understanding of collection KPIs, and hands-on experience managing performance and operational metrics.
Key Responsibilities
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Lead and manage the credit card collection team through tele-calling.
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Monitor and drive KPIs such as AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/CSAT, and DSAT.
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Work towards improving bottom-quartile performance.
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Manage attrition effectively and assist in career mapping for agents.
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Ensure smooth daily operations with proper rostering and shift planning.
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Maintain team motivation and ensure strong communication flow.
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Collaborate with stakeholders for performance improvement.
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Work in rotational shifts and rotational week-offs.
