Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

.Work on Customer experience, People Management, Attrition and Hygiene

.Client engagement & Client Value add projects

.Cost reduction through efficiency

.Manage a delivery group of Team leaders & executives supporting collections line of business

.Be the Compliance and Integrity role model for the team

.Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

.Establish & Manage Relationships / Engagement with the Clients

.Analyse and maintain all Client Service Level Agreements and metrices specific to collections such as PTP's, PTP conversion rates, recovery rate

.Maximize revenue generation to reach long and short-term financial goals

.Managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

.Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)

.Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards define and implement any corrective actions needed to meet operational performance standards

.Conduct regular one-on-ones/skips with direct reports and span to review individual performance, the performance of their team and offer on-going developmental coaching

.Create a positive work environment through employee engagement resolve employee relation issues in a professional and timely manner