Call Centre BPO Executive

Company: Adiutrix Business Pvt. Ltd.

Role: Team Leader – Operations (Inbound/Outbound)

Process: IVA (Individual Voluntary Arrangements) & Debt Management

Job Summary

We are looking for a high-energy, result-oriented Team Leader to join our Debt Management division. The ideal candidate will be a "player-coach"—someone who isn't afraid to jump on soup calls (complex, escalated, or high-priority calls) to close deals, while simultaneously mentoring a team of agents to meet their targets.

You will be responsible for overseeing the end-to-end "packaging" of IVA cases, ensuring all financial documentation is accurate and compliant before submission.

Key Responsibilities

• Call Handling & Closures: Take over "soup calls" (escalations or hot leads) to ensure maximum conversion. You must be able to handle sensitive debt conversations with empathy and authority.

• Team Supervision: Manage a team of 10–15 Debt Advisors. Conduct daily huddles, monitor live calls, and provide real-time feedback.

• Case Packaging: Review and "package" IVA/Debt Management files. Ensure all income/expenditure statements and creditor details are 100% accurate.

• Performance Tracking: Drive the team to achieve daily, weekly, and monthly liquidation/submission targets.

• Training & Development: Identify gaps in agent performance and conduct training sessions on objection handling, UK debt regulations, and communication skills.

• Compliance: Ensure all calls and processes strictly adhere to industry standards (FCA/DRF guidelines) and company policies.