Assistant Manager/ Floor Manager- Mumbai

5 - 10 Years

Job Description

Floor Manager will be responsible for driving the collections through vendor reporting to Lead Contact Center.

Key Impact Areas
Manage call centre operations
Drive collections / renewals / persistency
Review and reporting of service provider collections and trends

Responsible for renewal collections through service provider., act as SPOC for Ops and Customer

Managing call centre operations:
Monitor centre operations Input Matrix, & output matrix, SLA adherence
Ensure key levers - staffing, productivity, efficiency, absenteeism, attrition etc at par with requirements / acceptable limits
Ensure service provider adhere to SOP from onboarding of resources to managing daily operations

Drive collections:
Execute collection strategy
Prepare campaigns for driving renewal collections set daily/weekly/monthly collection targets
Disseminate campaign to tele-callers, develop controls to monitor performance of campaigns
Implement develop disposition level follow up strategy in co-ordination with internal (operations) and external stake holders (sales, distributor) w.r.t close-looping requirements

Training & quality:
Ensure service provider adhere to training and quality SOP
Co-ordinate / conduct Train the Trainer (TTT), Review the Reviewer (RTR), call calibrations etc
Ensure call centres are updated with product and process level changes, verify dissemination to end user by mystery shopping and call barging etc

Review and reporting:
Report call centre performance to the leadership including mid-day, end of the day reports
Review agent/campaign level performance and share feed-back with service provider
Conduct weekly reviews with contact centre leadership and report
Co-ordinate for monthly business review with contact centres, ensure minutes are implemented/closed

T echnical Competencies / Specializations

Knowledge of managing outbound dialler campaigns
Managing service provider (vendor management) handling renewals/persistency/collections
Call centre experience (at a team leader or above is a must)
Managing renewal portfolio for a life insurance co., general insurance and/or banking collections can be considered if candidate found suitable in personal interview!

Preferred Work Experience:
Minimum of 5 years of experience, and 2 years of experience in managing call centre operations at service provider (as a TL or above) or at client level managing renewals
Any academic qualification/ specialization to look for:
Sound communication skills (English)


Desired Candidate Profile

Please refer to the Job description above

Company Profile

TopGear Consultants Pvt Ltd.

Leading Recruitment Firm
View Contact Details+

Recruiter Name:Ritu

Contact Company:TopGear Consultants Pvt Ltd.




Not Disclosed by Recruiter



Role Category



Assistant Manager/Manager -(NonTechnical)

Employment Type

Full Time, Permanent