Hyderabad Team Lead Telecalling

• 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
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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