To manage a team of 150 plus executives.
To supervise and manage a team supervisors (TL, AM, DM etc.)
Should be an expert in dialer (able do define & design dialer strategies)
Should be an expert in managing outbound collections (Insurance)
Utilization reporting, analytics and support
Manages overall personnel performance and discipline
Evaluation of operational practices and procedures
Provide direction to staff, ensure resolution of problems
Provide expertise and leadership in assigned functional area
To ensure customer delivery, revenue and employee metrics
Manage all client interaction and communication, should front end the relationship with the client
Regular 1 to 1 with AM/DM and skip level with Agents
Manage & control attrition to the minimum and plan for back fills on a timely basis
Ensure team deliverables are met.
Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work
Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations. systems and procedures