Job Description

Hiring for team lead Candidate should be comfortable with US shifts. Complete 15 yrs of education background required. Excellent communication skills required. Graduation required. Only immediate joiners will be entertained. Both side cabs are available Work from office 5-7 years of overall experience At least 3 years of b2b collection experience required ON PAPER EXPERIENCE AS A TEAM LEAD IS MANDATORY Role & responsibilities Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery. Review and resolve issues. Meeting KPIs and client defined targets Training and coaching on floor. Quality and feedback for team members for driving performance. Perform quality evaluations and provide coaching/feedback on performance to team members. • Process Improvement and increasing efficiencies. Communication with internal and external stakeholders Reporting and analysis on reports and avenues for improvement. Work in Collections target orientation environment Experience in managing the teams and operations in Contact Centre in a Collections operations Environment. Fair understanding on Quality tools and methodology Manage shrinkage & absenteeism, attritions etc. Outlier agent support/management Good communication & Interpersonal skills Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required. Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps