Team Leader- International BPO Voice Process

• Functional Area: Operations Role: Team Leader Operations

• Salary: 6-7 LPA

• Employment Type: Full Time, Permanent

• Collections team leader provides day-to-day work to the group, conducts workload studies, plans activities, sets direction, and provides supervision to and evaluation of direct reports. Responsibilities

• Ongoing review of team productivity • Ensuring team goals are aligned to business strategy and goals

• • Timely closure of EMS

• Publishing reports, Pending Report, Productivity Report, Roster, Out of TAT cases, allocation reports, providing required data as & when required

• • Lead a high performing team through ongoing change management to maximize business performance

• • Manage Collections Long-Range Forecast, Scheduling, Shift-Bidding & Recruitment planning

• Be the point of contact for business analysis, recommendation and workforce consultation for forecasting, resource planning efficiency and effectiveness of inbound & outbound Full Time Employee (FTE) management

• • Partner with National team, enabling Collections to execute strategies by ensuring the appropriate planning of inbound & outbound resources facilitating first class, highly effective Client experience

• • Lead, develop and maintain department function goals/objectives and process knowledge for the National team

• • Provide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk Required Skills

• • A minimum of two years call center/ collections management experience strongly preferred.

• Take responsibility to achieve global service targets through proactive management of a multi-site, multi-skilled and one-Inbound & Outbound Call environments.

• • Identify business trends and key performance indicators, innovative opportunities to enhance client experience and business/process efficiency and effectiveness.

• • Develop strong working relationships with National team.

• Qualifications & Experience: HSC/ Graduate

Interested candidates can apply on the details given below:

• Contact: 7758825565

• Email: jinal@careerguideline.net