Operations Manager (Collections Account)

Preferred Experience Range

• Minimum 10+ years in Operations managing teams in Contact Centre.
• Has performed Delivery Manager role in Contact Centre in Collections operations with minimum of 2 yrs as an Operations Manager in that role. Preferably B-2-B Collections Domain
• Should have managed at least a span of 50 to 75 Associates in a Contact Centre and an exposure to Collections
• Airlines; Cargo; Travel Domain would be preferred

Shift Timings

• Mon to Sun, 24x7 – 5 Days working (or as per the applicable TCS policy)
• Rotational Shifts and Week offs. Should be open to work on any shifts (Night Shifts) as per business and client requirements. Work as per TCS working policy.
• 100% WORK FROM OFFICE ONLY

Domain and Primary Requirement

• Drive and Lead team for a Collections delivery in a Contact Centre
• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
• Exposure; knowledge; understanding of dialer operations.
• Ensures delivery of process as per SLAs and timelines for Collections Process
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance delivery.
• Experienced Service Management professional
• Excellent Customer Interaction skills and exposure to working with multiple client teams
• Drive and lead internal and third party service review meetings covering performance, service improvements, quality and processes
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve performance and delivery.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of Collections performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Special

• Service Management or Support in a large-scale and diverse environment
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Proficient on Microsoft Excel and Collections operations tool
• Excellent customer facing/ Collections and Customer service skills
• Strong analytical and problem solving skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Coordination with multiple stake holders and work with multiple teams & client management
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

Work Location: In person