Desk Collection Senior Manager - AVP (Experienced in Contact Center)

• Responsible for performance and quality of team, ensure to given collection targets are achieved.
• Setting up Manager KPI’s and ensure the KPI is align with business and department requirements/targets.
• Planning mid term/long term headcount requirements and budget of desk to ensure the headcount is accordance with budget.
• Improve and execute well managed daily operations, reporting and system in all Desk Collection team to ensure every activity is running properly and all reporting is delivered within SLA.
• Design appropriate measurements for Operators, TLs, Supervisors.
• Liaise with strategy and analytic team to challenge existing Desk strategy for better cost & productivity efficiencies.
• Review and update Standard Operational Procedure for any changing in Collection strategy.
• Implement and improve Safe Collection strategy in Collection process align with Business target.
• Improve and execute well managed daily operations, reporting and system in all Desk Collection team to ensure every activity is running properly and all reporting is delivered within SLA.
• Restructuring, refinancing schemes implementation.
• Ensure incentive are fair and calculation commission to be paid to Desk Collection delivered within SLA.
• Work together with Training to address development needs of collectors
• Rating and review of performance of Desk Team.

• Bachelor or Master degree without any specific major
• 15+ years experience in Contact Center
• Good Communication Skill
• Experience with business process desk collection
• Fluent English (written, spoken)