a). Performance management:- Check Operators performance weekly- Support and handle difficult cases effectively and efficiently together- Monthly meeting with Agency’s owner (about performance, target, and other issue)- Morning briefing with Operators- Monthly Performance Review for Operators- Meeting, small training with worst Operators to improve the performance daily, weekly and monthly b). Quality management:- Responsible for… Show more a). Performance management:- Check Operators performance weekly- Support and handle difficult cases effectively and efficiently together- Monthly meeting with Agency’s owner (about performance, target, and other issue)- Morning briefing with Operators- Monthly Performance Review for Operators- Meeting, small training with worst Operators to improve the performance daily, weekly and monthly b). Quality management:- Responsible for call quality of Operators- Improve call quality and develop Operators to be professional - Improve negotiation and develop Operators to be professional- To handle complains that coming from costumers and give solutions c). People management:- Small training with QA to refresh Dos and Don’ts of calling to all team.- To ensure all team follow Dos and Don’ts as Fintech standardization- To ensure all team understand and follow Code of Conduct.- Compiling attendance schedule of Operators- Monthly check attendance of Operators- To coach Operators about performances d). Administration tasks- To make Minutes of Meeting (MoM) in every meeting- To prepare report of team’s performance- Meeting with Agencies owner to check and audit their accounts and make sure they have update data/accounts. No expired data.- Operators to prepare their own performances data to be compile on month end Show less

a). Performance management:- Check Operators performance weekly- Support and handle difficult cases effectively and efficiently together- Monthly meeting with Agency’s owner (about performance, target, and other issue)- Morning briefing with Operators- Monthly Performance Review for Operators- Meeting, small training with worst Operators to improve the performance daily, weekly and monthly b). Quality management:- Responsible for… Show more a). Performance management:- Check Operators performance weekly- Support and handle difficult cases effectively and efficiently together- Monthly meeting with Agency’s owner (about performance, target, and other issue)- Morning briefing with Operators- Monthly Performance Review for Operators- Meeting, small training with worst Operators to improve the performance daily, weekly and monthly b). Quality management:- Responsible for call quality of Operators- Improve call quality and develop Operators to be professional - Improve negotiation and develop Operators to be professional- To handle complains that coming from costumers and give solutions c). People management:- Small training with QA to refresh Dos and Don’ts of calling to all team.- To ensure all team follow Dos and Don’ts as Fintech standardization- To ensure all team understand and follow Code of Conduct.- Compiling attendance schedule of Operators- Monthly check attendance of Operators- To coach Operators about performances d). Administration tasks- To make Minutes of Meeting (MoM) in every meeting- To prepare report of team’s performance- Meeting with Agencies owner to check and audit their accounts and make sure they have update data/accounts. No expired data.- Operators to prepare their own performances data to be compile on month end Show less

Responsible to calling Back End accounts (DPD 92 Up)Administered overdue payments cycle from start to finish, managing collections calling Achieved payment.Developed team communications and information for meetings.Reduced total number of outstanding accounts by consistently pursuing debtorsand reclaiming owed funds.

Responsible to calling Back End accounts (DPD 92 Up)