Front Line Manager - Customer Care - Collections 4B
Core
Lead a team of agents in delivering consistent and effective collections support across customer care operations.
Role type
Front Line Manager - Customer Care - Collections
Builds
Collections support services for global enterprises
Domain
Banking Capital Markets, Software Industry
Deliverable
client delivery
Required skills
Business Process Management (BPM), Customer Care, Customer Relationship Management (CRM), Data Analytics, Data Visualization, Fraud Detection, Insight Generation
Preferred skills
Experience Design (Including Customer/User Experience), Trust and Safety, User Experience (UX)
Responsibilities
Monitor daily performance and ensure timely resolution of customer queries; drive adherence to collections protocols; identify service gaps and implement process improvements; conduct team huddles, coaching sessions, and performance reviews; coordinate with training and quality teams; track service metrics and KPIs.
Seniority
Front Line Manager