Shashank Sehrawat

Associate Debt Manager @IDFC FIRST Bank

New Delhi, IN

Responsibility:• Oversee a ₹90 Cr debt portfolio with an average ticket size of 10K, ensuring maximum recovery.• Oversee the dialer system (Predictive, Auto, Manual) to ensure optimal call penetration and efficiency.• Allocate call data smartly based on account aging, risk profiling, and past payment behavior.• Implement dialer campaigns, call blending (inbound/outbound), and call pacing to improve productivity.• Monitor and optimize contact rates, connect ratios, and agent utilization through dialer analytics.• Generate daily, weekly, and monthly dialer reports, tracking: Call attempts vs. Connected Calls, Agent Productivity Metrics (Talk Time, Idle Time, Breaks, etc.), PTP vs. Actual Payments Ratio, Disposition Analysis (No Answer, Busy, Callbacks, Settlements, etc.), Dialer Performance KPIs (Connect Rate, Drop Rate, Right-Party Contact Rate, etc.)• Work closely with tech teams to enhance dialer features for better campaign management.• Set and drive daily, weekly, and monthly recovery targets for the call center team, optimizing collections.• Develop and implement collection strategies to enhance efficiency while reducing delinquencies.• Track daily collections, PTPs, settlements, and RFC, ensuring accurate reporting.• Implement motivational activities, including incentives, recognition programs, and performance driven challenges.