Operations Manager - BPO

Job Summary:

- We are seeking a highly motivated and results-driven Operations Manager to lead our Collections team in Bengaluru.

- In this role, you will be responsible for overseeing the day-to-day operations of the collections department, ensuring efficient and effective debt recovery processes.

- You will manage a team of collectors, drive performance, and ensure compliance with all relevant regulations and client requirements.

- The ideal candidate will have a strong background in BPO collections, excellent leadership skills, and a proven track record of achieving collection targets.

Responsibilities:

- Manage and lead a team of collections agents, providing guidance, coaching, and performance feedback.

- Recruit, train, and develop team members to ensure optimal performance.

- Foster a positive and productive work environment.

- Monitor team performance and implement strategies to improve efficiency and effectiveness.

- Oversee the daily operations of the collections department, ensuring adherence to established processes and procedures.

- Develop and implement strategies to achieve and exceed collection targets.

- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.

- Ensure compliance with all relevant regulations and client requirements.

- Manage and optimize collection workflows and systems.

- Serve as a point of contact for client escalations and inquiries.

- Provide regular reports and updates to clients on collection performance.

- Ensure client satisfaction by meeting and exceeding service level agreements (SLAs).

- Analyze collection data and generate reports on performance metrics.

- Identify trends and patterns to improve collection strategies.

- Provide insights and recommendations to senior management.

- Identify and implement process improvements to enhance efficiency and effectiveness.

- Develop and maintain documentation for collection processes and procedures.

- Stay up-to-date with industry best practices and trends.