Team Leader Collections

A1 to A3
•    Average PMI (last 6 months)/PMS rating 3 and above
•    2 years in current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    1 year of exp in the current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
 

• Lead and motivate a team of Collection Executives, providing guidance and support to ensure high performance.
• Monitor and evaluate team performance, identifying areas for improvement and implementing necessary changes.
• Ensure compliance with company policies, procedures, and legal requirements in debt collection practices.
• Handle complex customer inquiries and complaints, providing timely and effective resolutions.
• Collaborate with other departments, such as Customer Service and Legal, to resolve customer issues and ensure a seamless customer experience.
• Conduct regular team meetings to discuss performance, provide feedback, and address any concerns.
• Stay updated on industry trends and best practices in debt collection, sharing knowledge with the team.
• Maintain accurate records and documentation of collection activities, ensuring data integrity.
• Develop and maintain strong relationships with key stakeholders, including clients and internal teams.
• Assist in the recruitment, training, and development of new Collection Executives, ensuring a skilled and motivated team.

•    Analyse various reports to enhance productivity and conversions
•    Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
•    Achieve KPI and productivity targets of Self & Team.
•    Monitor and maintain quality of interaction with customers.
•    Prepare and submit periodic Team performance reports.
•    Call handling to develop first hand sensing of customer pulse and manage irate customers.
•    Audit Calls and identify the training requirements of each Team Member.
•    Motivating each Team Member, guiding, monitoring their performance and implementing    corrective actions as required.
•    Team’s individual target/Unit qualitative and quantitative targets are met.
•    To ensure that at no point in time the team lacks supervision.
•    Team Leads are responsible for staff retention
•    Handling team & shop floor escalations calls and providing end to end resolutions.
•    Attending call calibrations with quality and training team.
•    Preparing monthly TL review to gauge individual and teams performance.
•    Client interaction as and when required; incorporate feedback into the system.
•    Give timely & real time feedback with a view towards improving Operational and individual     efficiency.
•    Administratively manage a team of Customer Service Executives along with their performance.