Team Leader For MA Collection (NCLX)

Job Description

Summary: Primary objective is to supervise and manage Tele collections vendors to deliver continuous results, drive improvement through initiatives, identify gaps and fix them. Job Responsibilities: Manage, monitor motivate vendors. Manage the Collection process for assigned vendors Ensure operator are delivering individual calls target, SLA KPI Maximize Productivity by increasing Kept/Call, RPC%, PTP%, kept% Reviewing, 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. To support in recruiting, developing and supporting a team delivering front line to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Reviewing Attrition, Shrinkage, Roster. Delivering given targets for resolution for the buckets aligned. Basic understanding of dialer metrics/strategies. Desired Profile: 3+ years exp overall experience in tele - collections. Must have exposure to call center environment. Has knowledge about vendor management. Has knowledge about Shrinkage, Attrition, Quality, Feedback and coaching, KEPT%, KEPT/FTE Who should join: Candidates who are result oriented Who have relevant experience.