Performance Management & KPI Monitoring Ensure the team meets 100% of assigned cash collection targets through effective monitoring and coaching. Track and maintain QC Score and Overall QC Compliance by reviewing call audits and compliance reports. Monitor Kept PTP from Contacts to ensure promises made during calls are fulfilled. Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time. Ensure Attendance Rate across the team.
Dialer System Oversight Manage and monitor the PDS Dialer system to ensure smooth call flow. Check Lost Call and take corrective actions to minimize call failures. Monitor agent statuses (like, ACW/Post-processing, Idle time) and intervene when necessary to maintain productivity.
Quality & Compliance Conduct regular coaching sessions and ensure at least 60% improvement among previously non-c...
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