Collections Team Leader

Key Responsibilities

• Managing day to day challenges and solving problems of a team of agents.
• Plan and manage the Score card metrics and constantly exceed expectations.
•  Responsible for managing engagement, attrition and ESAT for the team.
• Prepare schedules for the team and ensure attendance.
• Conduct meetings regularly to ensure an open communication and devise an action plan to address issue/concerns raised by the team.

Candidate Requirements

• Should have 3+ yrs. of experience in collections process (Tele calling) & 1+ yr in team handling.
• Should be a Graduate (Any)
• Should know throughput calculation like attrition, shrinkage.
• Should have handled a team of agents.
• Should handle the team weekly reviews and encourage team to meet organizational goals.
• Responsible for staff retention within the team.
• Strong Interpersonal skills