Manage delivery of tasks/queries on schedule and to the satisfaction of the clients
Manage communication will all key stakeholders
Track KPIs of delivery team and manage status, and report it on weekly/monthly basis
Drive ideation and execution of ideas while promoting innovation, Determines call centre
Operational strategies

Develops call centre systems by developing customer interaction and voice response systems and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Continuous focus on improving call quality for Tele-callers through feedback received from quality team and thereby ensure Client’s COC.
Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

QUALIFICATION
Education and Experience:

• Bachelor’s Degree in any stream, MBA or Diploma in Business Administration will be Preferred.
• 5+ years’ experience in an outbound call center environment, preferably Collection &

Recovery profile

• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

1. Systems Knowledge

• Excellent command in MS Office
• BPO / Call centre exposure, (particularly in Outbound / Inbound process)