Collection Center Supervisor
MetLife Alico
Total years of experience :26 years, 1 Months
Managing all stages of the collection process
•Managing the uncollected business through the "Quality Control process”
•Managing the uncollected business of the bank assurance
•Managing the dishonored check's business and preparing its related reports
•Managing the helpdesk operation
•Preparing and updating required presentations related to the call center to be presented to the head of department.
•Preparing and updating the “Call Center Manual” including all related Scripts and reports.
•Evaluating new candidate's competencies
•Responsible for the new callers training and handover.
•Responsible for coaching, motivating and directing the callers as to keep on the highest level of the client’s service.
•Responsible for preparing and providing the internal trainings required to improve callers skills and performance
•Responsible for re-evaluating the callers performance and suggest the required external trainings -if needed-
•Handling the special requests received from agencies and other departments which are related to collection.
•New Campaigns handling (Creating selling Script - Callers new campaign training)
•Preparing the analysis and evaluating reports of the call center activities.
Reporting to the Director of Marketing and Training in the Regional Office
•Working Closely with the Public Relations Manager
•Handling the Press Conferences with the PR manager
•Prepare reports for all the countries in the region about the Boehringer’s coverage VS the competitor’s activities by monitoring daily local media
•Liaising with the PR agency on daily basis
•Establishing and updating the media contact list
•Screening the training companies for preparing a short list to help the Regional Director of Marketing and Training to choose the suitable one.
•Handling all the aspects of workshops, trainings and conferences including the preparation of the event materials, agenda, choosing the right venue, tickets reservations, hotel accommodation, transfers, and social activities.
•Following up on the event’s feedbacks and outcomes, prepare a summary report to be provided to the management.
•Coordinating between the Marketing Dept. staff to ensure that all the correspondences forwarded to the right channels with no delays.
•Interviewing the advertising agencies & select the best ones in the market in regards to produce good quality material & competitive price.
Assists the Head of sales and the Business line Managers in their duties
•Assists in planning, organizing and controlling the field force activities through the head of sales.
•Preparing the Monthly Sales reports and the Quarterly Cumulative sales achievements.
•Receiving reports from field force, checking on the data, controlling, summarizing and analysing it using the company system.
•Organizing the standalone meetings and local congresses in which BI is participating as well.
•Arrange for the round table discussions, mini symposia, and make all the related required reservations.
•Preparing for the field force cycle meting including presentations, agenda, equipment needed, reservations and transfers.
•Monitoring and updating the promotional materials stock list, in order to issue a regular report to management.
Assisting in the administration tasks for the whole Department