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
Financial Services / Collections
Deliverable
production ML models
Required skills
Business Process Management (BPM), Customer Care, Customer Experience (CX), Data Analytics, Data Literacy, Data Visualization
Preferred skills
Certified Treasury Professional (CTP)
Responsibilities
Monitor daily performance and ensure timely resolution of customer queries, drive adherence to collections protocols, support customer experience goals by identifying service gaps and implementing process improvements, conduct regular team huddles, coaching sessions, and performance reviews, coordinate with training and quality teams, track service metrics and KPIs and support corrective actions.
