Team Leader - Collections

Job Description

We at Credgenics, are actively seeking dynamic and experienced Team Leaders for our Collections team. If you have a proven track record with minimum 3+ years of experience in collections, specifically within the banking sector, you can share your candidature/apply with us. Role & responsibilities Manage & motivate team of 20 operators. Manage the Collection process for assigned campagin(s) Ensure operator are delivering individual calls target, SLA & KPI Maximize Productivity by increasing Kept/Call, RPC%, PTP%, & Kept% Monitoring calls, Coaching and Feedback, Bottom Quartile Management, Individual Target settings, Weekly and monthly one on ones, Analyzing relevant reports, making reports and reporting to management on areas of improvement. Conducting team meetings, pre/post/mid shifts. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Dialer Knowledge preferred. To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. Attrition , Shrinkage, roster management. Managing PIP (Performance improvement Plan) of the team members Preferred candidate profile Any Graduate 3+ years of hands-on experience in collections within the banking domain and 1+ Year experience as Team Leader on papers. Good Excel Skills Must have exposure to call center environment. for eg- Shrinkage Attrition Quality Feedback and coaching (PIP) KEPT% KEPT/FTE Perks and benefits Competitive salary commensurate with experience. Lucrative perks and additional incentives. Collaborative and growth-oriented work environment. Join us at Credgenics and be part of a dynamic team that values excellence and innovation in the collections domain. Apply now and take your career to new heights!