• Ensure that agreed service levels and targets are met.
• To reduce complaints, implement a proactive dispute resolution process and early warning signals.
• Conducting RCA of complaints to identify gaps in collections and tracking their closure.
• Ensure employee commitment and ability through focused collection routines by leading, coaching, and developing employees
• Identify low performers and give them proper guidance to improve their performance.
• Assure quality and provide appropriate feedback on all calls made by the entire team.
• Weekly team reviews and monthly authority reviews should be conducted.

Requirements

• Publication of reports as well as pending reports, productivity reports, rosters, out of TAT cases, allocations, and providing required data as necessary