Recovery Call Centre Manager

4 weeks ago

Lahore, Punjab, Pakistan Grand City Full time

Must have experience in Real Estate

We're Hiring: Call Centre Manager – Recovery Operations

Location: DHA Phase 6, Lahore – Full Time On-Site

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM

Must have experience in Real Estate

Key Responsibilities:
  • Supervise and manage the recovery call centre team to meet performance and recovery targets.
  • Conduct regular performance reviews and provide coaching, feedback, and development opportunities to agents.
  • Manage recruitment, training, and onboarding of new agents.
  • Maintain optimal staffing levels and organize team schedules to ensure smooth operations.
  • Allocate calls efficiently among agents based on performance and expertise.
  • Monitor real-time call distribution and make adjustments as needed to maintain balance and productivity.
  • Track and evaluate calls for quality assurance and ensure professional handling of all interactions.
  • Analyze KPIs such as number of calls, recovery rate, PTPs, and follow-ups to drive team performance.
  • Develop and implement recovery strategies to achieve daily, weekly, and monthly financial targets.
  • Monitor recovery progress and initiate corrective actions when targets are not met.
  • Handle complex or escalated client cases to ensure timely resolution and customer satisfaction.
  • Maintain relationships with clients and ensure all concerns are addressed professionally and promptly.
  • Manage WhatsApp and SMS communications for client follow-ups, issue resolution, and recovery tracking.
  • Ensure all digital communication is prompt, traceable, and in line with company policies.
  • Analyze performance reports and call data to identify gaps and improve recovery strategies.
  • Coordinate with Finance, Legal, and Field Operations teams for effective collaboration in recovery efforts.
Requirements:
  • Bachelor's degree in Business Administration, Finance, or a related field.
  • 3–5 years of experience in a leadership role within a call centre, preferably in recovery or collections.
  • Experience in the real estate sector is a must.
  • Proven ability to lead, coach, and manage high-performing teams.
  • Strong communication, problem-solving, and conflict-resolution skills.
  • Ability to work under pressure and meet aggressive recovery goals.
  • Proficient in CRM systems, dialer software, and call centre technology.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionManagement and Manufacturing

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