Credit and Collections Head

Job Responsibilities:


  • Develop the Collections Campaign through on-going coaching, goal-setting, performance management and training.
  • Monitors credit and collection processes and operations; makes recommendations on opportunities for improvement.
  • Monitors client expectations and ensures effective communications to center employees
  • Maintain adequate systems for scheduling and staffing including reports and analysis
  • Identifies performance and expectation gaps and facilitates resolution
  • Assists client services support to identify possible new business opportunities
  • Monitors and directs maintenance of standard operating procedures
  • Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.
  • Review operational reports on a regular basis and develop and implement action plans to address deficiencies.
  • Provide regular feedback to the Site Director and other members of the management team regarding current operational performance.
  • Ensure all positions are staffed appropriately to meet client requirements.
  • Communicate client and company goals and metrics with team members to deliver high level of customer service.
  • Execute short and long term performance goals developed by our Site Director



  • Candidate must possess a Bachelor’s/ College Degree in Finance/ Accountancy/ Banking or equivalent
  • Previous management experience in a BPO call center environment is required.
  • Minimum of 5-8 years call center experience with at least 5 years experience as an Operations Manager, preferably Collections or Sales.
  • Strong knowledge of contact center operations.
  • Excellent interpersonal, written, and oral communication skills
  • Proven leadership, management and motivational skills
  • Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
  • Excellent judgment, reasoning, and problem solving skills
  • Strong organizational skills and the ability to handle multiple tasks
  • Results-driven, action-oriented, and self-motivated mindset
  • Must be experienced and comfortable working in a fast-paced environment and able to deal well with change and ambiguity
  • Experience with call center technology, workforce management, agent productivity tools, and quality management tools.


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