In this role, you will be responsible for operational management of soft-collection across all countries, ensuring unified standards and control of key metrics. The main focus is team efficiency, communication quality, development of digital channels in soft-collection, and compliance with regulatory requirements.
Main Responsibilities
- Operational management through local leads: implementation and control of unified Standard Operating Procedures.
- Weekly status meetings with local leads: discussion of risks, blockers, and corrective actions.
- Coordination and control of team workload: workforce planning aligned with portfolio, monitoring of staff utilization, balancing shifts and reallocations, ensuring coverage of peak periods.
- Operational control of Dialer / Voice-bot / inbound, monitoring of campaigns and collection SLA, initial deviation analysis and task assignment to local leads.
- Digital channels (SMS / WhatsApp / e-mail): validation of templates, monitoring deliverability and anti-spam protection, control of number/account rotation, monitoring of system performance, analysis of chat and digital communication efficiency.
- Quality and coaching (QA): management of the QA platform, validation of call/chat evaluations, metric tracking, identification of systemic errors, coaching cycles, monitoring customer journey and feedback collection.
- Motivation and tactical programs: design of motivation systems and challenges, launch of programs to increase KPIs, monitoring their impact on key metrics.
- Development of new practices: launch of processes (skip-tracing, assigned clients).
- Reporting: definition of key metrics, control of dashboard accuracy, analysis of weekly reports with root-cause analysis and corrective actions.
Expected Results
- Optimization of existing soft-collection processes.
- Expansion of recovery tools and updated approaches in soft-collection.
- Implementation of unified soft-collection standards across all countries.
- Development of a motivation system that ensures balance between business and employee interests.
Professional Requirements
- 2+ years of experience in managing soft-collection.
- Deep understanding of dialer, omnichannel platforms and overall collection strategy.
- Knowledge of key metrics (Drop Rate, Contact Rate, AHT, SLA, etc.) and practical experience in optimization.
- Strong analytical and organizational skills, ability to react quickly to risks.
- Proficiency in Russian/Ukrainian.
- English at minimum B2 level.
- Willingness to travel internationally.
- Solid Excel skills; SQL/Power BI is an advantage.
- Decision-making based on analytics, not intuition.
What We Offer
