Manager - Collections
Genpact
Bataan Balanga PH , Philippines
1d ago

Responsibilities

  • Manage floor coverage in a team environment to drive performance
  • Provide support, instruction, and mentoring to a team of 12-15 front-line agents
  • Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
  • Work in tandem with the Supervisor to identify and address performance and developmental opportunities
  • Foster and support a complementary team environment across differences (race, age, gender, sexual orientation, etc.)
  • Coordinate daily schedule with Supervisor and set daily mentor activities
  • Provide non-critical quality feedback (Call Quality exposure)
  • Lead team huddles and discuss product / process updates (Training exposure)
  • Promote and drive performance blitzes & contests
  • Establish and maintains effective working relationships with peers and partners in other business units with the goal of optimizing Citi Brands client relationships
  • The first point of contact for customer raised calls
  • Help develop agents to be self-sufficient by helping them find the answers themselves
  • Share thoughts on team and ideas on how to improve the performance of the team, morale, etc.
  • Qualifications

    Minimum qualifications

  • A College Graduate
  • Relevant experience as an Operations Assistant Manager or Manager
  • Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & can-do-attitude at all times to build customer dedication
  • Has good problem solving and decision-making skills
  • Ability to multi-task alongside compliance to the process
  • Shall pose no challenges in adhering to work schedules
  • At least significant months of Voice Customer Service experience is required
  • Preferred qualifications

  • Able to demonstrate compassion while improving chance to create rapport with the customer.
  • Has previous experience in meeting / driving Net Promote Score performance / expectations, preferably in a customer service business for Consumer Credit Cards
  • Relevant knowledge experience in handling Collections Account
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