Call-Center Manager covers two activities: Phone collection and Customer Service.
Phone Collection is the first step of collection process to recover unpaid loans installments from debtors. The Call-Center Manager will have in charge the management of four different teams of phone collectors lead by team leaders, operating in a call center. These teams (50 staff) handle the phone collection for a nationwide scope.
Customer Service is the Call-Center receiving incoming calls from customers. Its activity also covers outgoing calls to customers during the life cycle of their loan. Call-Center Manager will manage this team (10 staff) lead by a supervisor.
Managing all daily activities of the 2 Call-Centers and their related teams (recruitment, training,…) in due compliance with rules and regulations
Being responsible for the performance of the activities covered
Being proactive in proposing processes and tools improvement
Being responsible for proper solving of customers complaints
Other assignments as required by the Management
Experience in Call-Centers in Financial sector (Bank, Insurance,…) mandatory
Experience in Debt Collection activity preferably
the recruitment agency
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