Hyderabad Team Lead Telecalling Irep Credit Capital

4.0 - 9.0 years

4 - 9 Lacs

Hyderabad

Work from Office

Job Description-LAP Tele Calling Experience Handling Tele collection vertical & Coordinating with Field team for extra output. Conducting frequent reviews with all levels of employees & Different departments. Managing customer escalation -Direct and indirect. Planning for extraction as well DRR for daily output. Closely Monitoring Input Metrics PTP generation, PTP Conversion, Contractability, Agent Performance report. Forecasting the allocation volume and planning resources. Auditing the PRI /GSM /Dialer systems frequently to understating the connectivity issues and solution. Analyzing ramp up /ramp down whenever we required based on the allocation volume. Preparing multiple RCAs to understating the Product and portfolio issues. Conducting-Weekly reviews frequently. Arranging R & R and other FTE contests: games for better productivity. Call listening sessions and calibration will be conducted on regular basis. Preparing penalization structure to reduce the complaint volume as well business betterment. Involved to Hiring /Training and CQ team for understanding ground. Taking Care of Bucket X Preferred Qualifications: Bachelors Degree or equivalent experience 4- 9 years of related experience in Property Claims Managed a team with at least 15+ FTE Exposure to handling voice / Backoffice Operational experience handling LAP Recovery Knowledge/Skills/Abilities/Experience Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders Applies conflict management and problem resolution skills Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis Primary Skills Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building

Posted 2 weeks ago

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