Anga Ricken

Comprehensive planning and management of call center activities, focusing on meeting retention objectives and collection targets while enhancing the customer experience. successfully achieved a 7% improvement in delinquency management and consistently met collection targets exceeding 80% over an 18 month period, managed a team of 25 OREs who consistently delivered impressive monthly performance. Worked on the transition to a work from home model, achieving a seamless 100% transition while maintaining high utilization and productivity levels. Teamed Up with OPCo Contact Centre Manager and Sales and Marketing Teams to estimate call volumes and plan resource allocation, workload priorities, and budgeting for thOPCo Contact Centre. responsible for ensuring the availability of agents within operational hours and aimed to deliver consistent service Level. key achievements included developing a blended tracker and multiskilling agents for both outbound and inbound calls, resulting in a 27% co