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The Manager of Customer Services & Recovery at Omega Group leads a dedicated team professionals to ensure effective customer service delivery and efficient debt recovery operations. This role requires strong leadership and operational management skills to oversee customer service operations, manage collection efforts, and improve recovery processes. The manager is responsible for maintaining high standards of professional ethics, ensuring customer confidentiality, and driving the performance of the collections team to meet recovery targets. This position demands an experienced leader with at least 10 years in customer service and recovery functions. The ideal candidate demonstrates excellent negotiation and communication skills, along with the ability to analyze data, resolve complaints, and refine collections strategies. They consistently apply problem-solving techniques and performance management to enhance customer satisfaction and optimize recovery workflows under pressure.
Responsibilities
- Lead and supervise a team of 10 customer service and recovery professionals to achieve operational goals and recovery targets.
- Manage daily customer service operations, ensuring efficient handling of customer inquiries, complaints, and dispute resolution.
- Design and oversee collections and debt-recovery workflows that maximize recovery rates while maintaining customer relationships.
- Develop and implement delinquency segmentation and treatment strategies tailored to various customer profiles for optimized recovery performance.
- Monitor and analyze key performance indicators and team metrics to continuously improve service quality and recovery effectiveness.
- Plan and execute workforce management strategies to allocate resources efficiently and maintain optimal staffing levels.
- Establish performance management frameworks, including setting KPIs, conducting regular team evaluations, and providing continuous feedback.
- Lead negotiation efforts during collections activities, ensuring compliance with company policies and applicable regulations.
- Drive process improvement initiatives that enhance operational efficiency, reduce collection cycle times, and improve customer satisfaction.
- Maintain strict adherence to professional ethics, confidentiality standards, and accountability throughout all customer service and recovery activities.
- Prepare and present detailed analytical reports related to recovery trends, process effectiveness, and team performance for senior management.
- Work collaboratively with cross-functional teams to resolve complex issues and support company-wide initiatives related to customer service and recovery.
Skills
Omega Group
Omega Villas (Pvt) Ltd. is a lush green pollution free housing society. Its located Near Faizpur Interchange Main Sharaqpur Road Lahore. Omega Villas Lahore, planned an area of 1600 Kanal, a self-contained, gated community equipped with all amenities of life. Omega Villas consists of mainly two projects i-e Omega Residencia & Omega Homes. We have developed Omega Residencia Sector "A" and Sector "B" respectively./p
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