Performance Management & KPI Monitoring
- Ensure the team meets 100% of assigned cash collection targets through effective monitoring and coaching.
- Track and maintain QC Score (>93%) and Overall QC Compliance (>90%) by reviewing call audits and compliance reports.
- Monitor Kept PTP from Contacts (≥30%) to ensure promises made during calls are fulfilled.
- Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time.
- Ensure Attendance Rate (≥97%) across the team.
Dialer System Oversight
- Manage and monitor the PDS Dialer system to ensure smooth call flow.
- Check Lost Call % and take corrective actions to minimize call failures.
- Monitor agent statuses (like, ACW/Post-processing, Idle time) and intervene when necessary to maintain productivity.
Quality & Compliance
- Conduct regular coaching sessions and ensure at least 60% improvement among previously non-compliant agents.
- Validate argument compliance (>85%) and effective arguments (>90%) based on QC standards.
- Investigate and escalate any fraud triggers such as call manipulation or misreporting.
Reporting & Analysis
- Prepare daily/weekly reports on cash collection performance, QC scores, dialer metrics, and agent productivity.
- Analyze trends in lost calls, contact rates, and PTP kept rates to identify improvement areas.
Team Leadership
- Provide real-time support to agents during calls.
- Collaborate with QC Team for audits and feedback implementation.
- Ensure proper attendance tracking, adherence to schedules, and compliance with company policies.
Issue Resolution
- Act as the first escalation point for call-related issues.
- Coordinate with Telephony/IT teams for dialer or connectivity problems, and any other issues that blocking the work.
Education: Bachelor's degree preferred or equivalent work experience.
Experience:
- 3-4+ years in collections or call center operations.
- 3+ years in a supervisory or leadership role.
Technical Skills:
- Hands-on experience with PDS Dialer or similar outbound dialer systems.
- Familiarity with telephony dashboards, QA/QC tools, and reporting software.
Language:
- Must speak and communicate effectively in English (verbal and written).
- Core Competencies:
- Strong personality, able to lead, enforce standards, and drive accountability.
- Can work under pressure, handles high-volume, time-sensitive situations calmly.
- Analytical skills for KPI monitoring and trend analysis.
- Coaching and mentoring ability.
- Compliance and quality-focused mindset.
Preferred:
- Experience in dialer optimization and traffic management.
- Knowledge of fraud detection and prevention in call operations.
- Proficiency in Excel or data visualization tools.
