Job Overview

We are looking for a skilled and experienced Call Center Head - Recovery to join our team. As the Call Center Head - Recovery, you will be responsible for managing the recovery department of our call center. You will oversee a team of recovery agents and ensure efficient and effective recovery processes. The ideal candidate will have a strong background in call center management, particularly in recovery operations. This is a full-time position based in Mumbai, Maharashtra, India.

Qualifications and Skills

• Minimum of 7-10 years of experience in call center management, with a focus on recovery operations
• Strong knowledge and understanding of recovery procedures and best practices
• Proven track record of successfully managing and leading recovery teams
• Excellent communication and interpersonal skills
• Ability to handle difficult and demanding customer situations
• Strong analytical and problem-solving skills
• Ability to work under pressure and meet deadlines
• Proficient in using call center software and tools
• Knowledge of regulatory requirements and compliance related to recovery operations
• Experience in the financial services industry is a plus

Roles and Responsibilities

• Manage and oversee the recovery department of our call center
• Develop and implement recovery strategies and processes to ensure efficient and effective operations
• Monitor and evaluate recovery performance and provide regular reports to senior management
• Lead and mentor a team of recovery agents
• Provide training and coaching to improve the performance of recovery agents
• Collaborate with other departments to identify and address potential issues impacting recovery
• Ensure compliance with company policies, procedures, and industry regulations
• Maintain a high level of customer satisfaction by addressing customer concerns and escalations
• Continuously optimize recovery processes to increase recovery rates and minimize losses
• Stay updated with industry trends and best practices in recovery operations

Interested prospects can apply to kinnera259@gmail.com