Team Leader - Collections

Job Roles & Responsibilities

• Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well
• Demonstrate leadership skills with experience managing teams of 13-18 members.
• Maintain daily shrinkage at less than 5%.
• Monitor calls and ensure compliance and quality performance.
• Expectation is to do 3 call monitoring per day, strategically across BQ and other team members
• Weekly performance review with team.
• 15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account
• Ensuring that at least 40% of his team earns incentive.
• Ensure full compliance with all company, departmental, legal, and regulatory requirements
• Understand and execute policies, processes and procedures of the organization.
• Strong Focus on collector upskilling and programs goals.
• Good interpersonal skills and ability to retain and sustain tenure thru strong connect with team members.
• Ability to set targets as per the process requirements and business goals.
• Identifying opportunities/training needs and defining training/coaching plan for team members.
• Knowledge of KRAs, performance metrics and reports.

Candidate Requirements

• Team Leader collections with minimum experience in same role for 1 year.
• Candidates with 1 year of Third Party Collections Experience would be preferred.
• At least 4 years of experience with the BPO business.
• Willingness to work night shifts.
• Good verbal and written communication and presentation skills.
• Preferred Qualification Any Graduate
• Will have to lead a team of around 15-18 collection agents and drive the required client goals
• Should have basic knowledge of MS office.
• Should be well versed with excel & PPT specially.
• Should have good process and people management skills, should be a fast learner and flexible in terms of adapting to the environment.
• Must have sales, retention experience into international BPO domain and preferably looking for first party or third party US debt collection.