Collection Strategy Manager

Banking Collection & Sales Understanding:

Should able to manage Multiple Accounts within Banking space.
Complete understanding of Collection and Sales Funnel
Have strong understanding of Banking Collection and Sales

Dialer, Reporting & MIS:

Preparing performance decks for the accounts aligned
Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI&039;s.
To report and liaise with aspect team for any technical issue and help in the resolution
SQL automation for uploading the data and multiple reports basis the client and internal requirement
Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
Ensure optimization of dialer function as well as best use of data
Facilitate business and operational relationship between client and internal teams with effective and efficient communication to ensure accurate and timely delivery daily administration of dialer and related application
Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
Ensure that the real-time management team provides the appropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency
Maintain and analyze PRI utilization
Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
Oversee reporting-internal and external reporting and analytics for Member Services
Should have exposure to manage multiple Outbound Dialer platform
Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
Communication with clients/Operations- periodic review of Performance, managing day to day operations, accommodating client requests.
Troubleshooting dialer issues and communicating with management
Responsible to set up new campaigns and improve the performance by applying different strategies.
Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports

Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams
Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)
Only VIETNAMESE
In depth Experience of Genesys/Aspect is mandatory.
Technical Skills/Learning capability
Presentation/Communication Skills
Proven experience in process improvement, change management and overall operational excellence
Must be able to multi-task, be detail oriented and possess strong project management/ organizational skills
Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)
Excellent interpersonal and written communication skills
LOCATION: This position will work at: Flemington Building, District 11, Ho Chi Minh City
Strong quantitative and analytical skills

Tăng lương
Đào tạo
Phụ cấp thâm niên
Chế độ thưởng
Phụ cấp
Laptop
Nghỉ phép năm
Chăm sóc sức khỏe
Du Lịch
Chế độ bảo hiểm

Cập nhật gần nhất lúc: 2021-06-16 17:02:03