Collection Strategy Manager

Banking Collection & Sales Understanding:
Have strong understanding of Banking Collection and Sales
Complete understanding of Collection and Sales Funnel
Should able to manage Multiple Accounts within Banking space.
Dialer, Reporting & MIS:
Should have exposure to manage multiple Outbound Dialer platform
Communication with clients/Operations- periodic review of Performance, managing day to day operations, accommodating client requests.
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
Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
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
Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports
Troubleshooting dialer issues and communicating with management
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 all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
Ensure optimization of dialer function as well as best use of data
Maintain and analyze PRI utilization
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
Oversee reporting-internal and external reporting and analytics for Member Services
Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
To report and liaise with aspect team for any technical issue and help in the resolution
Responsible to set up new campaigns and improve the performance by applying different strategies.
SQL automation for uploading the data and multiple reports basis the client and internal requirement
Preparing performance decks for the accounts aligned
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