Call Centre Manager – Recovery Call Centre

Job Summary
We are seeking a dynamic and experienced Recovery Call Centre Manager to lead and oversee the daily operations of our recovery call centre team. The ideal candidate will be responsible for designing and implementing effective calling strategies to enhance recovery rates while maintaining high standards of service quality. This role requires a strong leader who can motivate and develop agents, monitor key performance indicators (KPIs), and ensure seamless coordination with other departments to optimize recovery workflows.

Key Responsibilities
- Lead and manage the day-to-day operations of the recovery call centre team, ensuring smooth and efficient functioning.
- Develop and implement strategic calling plans aimed at improving recovery rates and overall team performance.
- Monitor and analyze KPIs, performance metrics, and service standards to identify areas for improvement and ensure targets are met.
- Provide continuous training, coaching, and performance evaluations to agents, fostering professional growth and skill enhancement.
- Maintain high levels of team motivation, discipline, and productivity through effective leadership and communication.
- Supervise the use of CRM systems and call monitoring tools to ensure quality control and adherence to company policies.
- Handle escalated customer issues promptly and effectively, supporting agents in delivering excellent customer interactions.
- Collaborate with cross-functional teams to streamline recovery processes and improve operational efficiency.

Required Qualifications
- Strong knowledge of call centre operations, including metrics, agent performance management, and operational KPIs.
- Excellent verbal and written communication skills in both English and Urdu, enabling clear and effective interaction with team members and customers.
- Proven leadership abilities with a track record of coaching and developing teams to consistently meet or exceed performance targets.
- Proficiency in CRM platforms, call reporting tools, and Microsoft Office applications to manage data and reporting requirements efficiently.
- Ability to perform well under pressure in a fast-paced environment, demonstrating resilience and a results-driven mindset.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with prior experience in recovery or collections call centres will be highly valued. The role offers an opportunity to lead a motivated team in a challenging environment, with potential for career growth and professional development.

If you are a proactive leader with a passion for driving team success and improving recovery outcomes, we encourage you to apply for this pivotal role.