Team Leader

Gratitude Inc

33 Views

16 hours ago

Team Leader

5-7 Year(s)

70 - 80 Thousand p.m

Pampanga

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Job Description

Key Skills

Team Leader B2b Collections

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Job Description

• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.

• Review and resolve issues.

• Meeting KPIs and client defined targets.

• Training and coaching on floor.

• Quality and feedback for team members for driving performance.

• Perform quality evaluations and provide coaching/feedback on performance to team members

• Process Improvement and increasing efficiencies.

• Communication with internal and external stakeholders

• Reporting and analysis on reports and avenues for improvement.

• Work in Collections target orientation environment

• Manage shrinkage & absenteeism; Attritions etc.

• Outlier agent support/management

• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required

• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps

Requirements:

• Must have a Bachelor’s degree with both TOR and Diploma on hand

• 5 to 7 years of experience in Contact Centre & in B2B Collections Environment.

• Experience in a Team Leading role in Collections portfolio for at least 2 years

• With over-all working experience of at least 8 years

• Complete and thorough understanding of B-2-B Collections work modalities and requirement

• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)

• Excellent Verbal and Written Communications skills to handle NA region customers.

• Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.

• Work in Collections target orientation environment

• Fair understanding on Quality tools and methodology

• Good communication & Interpersonal skills

• Strong analytical and problem solving skills

• SLA Management, must possess functional and strategic knowledge of domain to manage and add value to the metrices

• Client management and effective delivering on the expectations set by the client on daily and monthly basis.

Role

Billing Team Lead

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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