Job Summary
This position includes turn- key contact center support (three areas): verification, collection and customer support. The general scope of functions is the following: management, strategic planning, operational maintenance via business processes, market research, analysis, development, and improvement of three areas of activity. Also development and support of the release of new services/products, implementation of new methods, tools, and team management.
Accountability
Your main responsibilities will include:
Operations Management
- Support operators in handling complex customer cases, fraud detection, and complaints resolution.
- Manage the overall operations of the Call Center (verification) and Collection department, ensuring efficiency and compliance.
- Cross- coordinate with relevant departments to promptly address arising issues.
- Effectively allocate customer loan applications to operators and plan/arrange working hours, shift schedules, and leave in line with company policies.
- Ensure strict adherence to customer compliance procedures, regulations, and internal governance standards
People & Performance Management
- Lead, coach, and develop the Contact Center team to build a professional, high- performing workforce.
- Support employee qualification improvement through training, mentoring, and career development opportunities.
- Track and control staff behaviors to ensure compliance with company regulations and culture.
- Monitor and evaluate staff performance; provide feedback, support, and corrective actions to achieve KPIs/OKRs.
- Partner with HR on recruitment, onboarding, and continuous training programs.
KPI, Target & Reporting Management
- Establish performance plans, track progress, and ensure effective execution of business objectives.
- Take full responsibility for achieving the department’s targets, KPIs, and OKRs.
- Develop and deliver timely and accurate daily, weekly, monthly, and ad- hoc reports for management and accounting.
Process, Compliance & Business Efficiency
- Plan monthly, quarterly, and annual disbursements and collections in alignment with company objectives.
- Cooperate with the quality control team and supply necessary information to support audits and reviews.
- Reconcile payment cases that are not top- up or direct debited, ensuring accurate and timely resolution.
- Ensure compliance with regulatory requirements and company governance at all times.
- Monitor and analyze business efficiency parameters, operational processes, products, and services to identify areas for improvement.
- Continuously design, explore, and improve sales funnel methods within the verification process to meet business goals.
Strategic Development
- Conduct A/B/N tests to enhance UX/UI of verification, payment systems, and related channels.
- Build, maintain, and continuously improve the Contact Center as a best- in- class operation.
- Perform other tasks assigned by the COO and CEO.
- Participate in policy- making and strategic planning for the Contact Center, contributing insights to long- term growth.
