Team Leader - Operations

• Team Management: Lead and supervise a team of tele-collections agents, providing guidance, support, and coaching to achieve performance targets.

• Performance Monitoring: Monitor individual and team performance metrics, taking proactive measures to address any gaps.

• Coaching and Development: Provide ongoing coaching and training to enhance collections skills and customer service abilities.

• Quality Assurance: Conduct regular quality audits to ensure adherence to parameters and compliance with regulations.

• Process Adherence: Ensure team compliance with collection processes, policies, and procedures.

• Target Achievement: Set clear targets and implement strategies to maximize collections and optimize recovery rates

• Reporting and Analysis: Generate accurate reports, providing insights and recommendations for improvement.

• Escalation Handling: Manage escalated customer queries, complaints, and complex collection cases.

• Stakeholder Collaboration: Collaborate with internal stakeholders to align goals and address challenges.

• Training and Knowledge Sharing: Facilitate training sessions to enhance team members' understanding of collections processes and compliance