Job Description

The incumbent will be responsible to drive the achievement of resolution and roll back targets in
the portfolio assigned to the Inohuse & outsourced call centre.
- Review of critical parameters at the call centre agent productivity, rostering etc. on a regular
basis.
- 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.
- Mentor and the team - employees and callers
- Barge in on calls and assess the quality of calls of the callers.

Skills Required