Head of Collections

TCS is hiring for Customer Head-Collections, details below-

Role- Customer Head-Collections

Location - Vatika Business Park-Gurgaon

Exp -14-18 Years

Role Type - Individual Contributor

Role-

• Managing the team to deliver to KPIs, by regular team meetings, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS cultural values and behaviours, ensuring the team have the appropriate training, skills and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service targets.
• Manage the work of the team to ensure that timeliness and quality is the underlying principle of all process under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls. This includes reviewing call monitoring and Quality
• Effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of customer service to both internal and external customers that ensures first class customer focus and delivery (including first line management of employee attendance, appraisals,
• performance, discipline and grievance – instigating/conducting informal & formal measures when appropriate).
• Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team.
• Preparation of management reports and information, utilising and developing alternative/improved methods of gathering information, to allow more effective reporting
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Governance for all deliveries covering following –
• SLA- including quality
• Shrinkage
• Financials- projections and GM action plans
• Hiring plans.
• Drive organizational level initiatives and driving people skill quotient.
• Help needed /Support required as requested

Knowledge/Experience:

• 10-15 years’ experience in a collections call centre environment at a Manageiral level.

Strong supervisory/management experience in an operational environment.

INTERESTED CANDIDATES CAN PLEASE RESPOND TO THE JOB POST.

Best Regards,

Tanya Kansal

Tata Consultancy Services