Bandhan Bank Hiring for Head Recovery – Call Center at Mumbai, Maharashtra, India Full Time

Strategic/Managerial Responsibilities :

– Project the capacity plan of the outsourced call centre in line with prevalent collections and business strategy.

– Identify and implement suitable tactics/strategy as may be required from time to time. –

– Ensure delivery of collection targets while optimizing cost of operations at the outbound call centre.

Core Responsibilities :

– The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the Inhouse & outsourced call centre.

– Review of critical parameters at the call centre agent productivity, rostering etc. on a regular basis.

– Design strategies of call centre allocation in line with the prevalent collection and business projections and requirements.

– Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.

– Ensure all parameters of the Service Level Agreement with the Inhouse & outsourced call centre or the prevalent collections strategy.

– Ensure that field referrals are done as per the prevalent strategy and timelines.

– Ensure that timely allocation and realization of pickups generated at the outsourced call centre.

– Setup various vendors to aid pickups and field referrals of the outsourced call centers.

People Management or Self Management Responsibilities :

– Mentor and the team – Bank employees and callers

– Barge in on calls and assess the quality of calls of the callers.

– Review training needs for callers on the floor.

– Map performance vs. target and review them

– Ensure all the agreed Service Level Agreement parameters of the Call Centre and the Bank are met and adhered to.

Risk and Internal Control Responsibilities :

– Ensure that the In-house & outsourced call centers are compliant with the Audit and Information Security and Data Privacy requirements of the Bank