Team Leader - Collections (International Process)

Roles & responsibilities:

• Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations
• Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions
• Strong orientation towards Customer Experience
• Develop action plans and coach to improve the individual, and partner in the performance improvement of the team as required
• Manage projects as assigned within defined metrics and timelines
• Create an environment of high energy and enthusiasm
• Responsible for management of Engagement, Attrition and ESAT for the team
• Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment
• Resolve employee concerns with urgency & accuracy
• Engage in effective Career Development activities like effective career coaching and counselling

Desired skills & experience:

• Minimum 1 year of experience in Leadership, preferably in US Debt Collections
• Strong MIS skills - Proficient in MS Word, Excel, Access,
• Strong analytical bend of mind with good logical reasoning
• Strong interpersonal skills at both verbal and written
• Strong concepts of leadership competencies, displays ownership, accountability and pro activeness
• Good communication and writing skills preferred
• Minimum
• Flexibility working in rotational US Shifts