Team Leader Collections

Responsibilities 

• Administratively manage a team & monitor their performance
• Motivate and recognize team members through implementation of the R & R programs
• Analyze various reports to enhance productivity
• Improve quality of service and increase client delight
• Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met). 
• Rostering and Scheduling of agents as per Process requirement
• Provide end-to-end resolution by taking ownership and doing follow-ups
• To ensure required login hours of the team to meet the volume of work.
• To ensure all the members of the team are equipped well to handle customer’s queries.
• To meet the Team targets like AHT, Quality score, CSAT Etc.
• To plan, prioritize and delegate work tasks to ensure proper functioning of team.
• Improve the retention of employees
• Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
• Managing to achieve process KPI & SLA
• Managing to achieve CCE  KPI & SLA
• Audit calls and identify the training requirements.

Key Deliverables            

• Quality Scores 
• Client SLA achievement
• Improve CSAT 
• Low attrition & High Productivity
• Attendance compliance
• Client satisfaction

1A to 1B

• Average PMI (last 6 months)/ PMS rating 3 and above
• 1 Year as 1A
• Overall 1 years’ experience.
• No Warning Letter issued in the past 6 months

• iEvolve certified

  1A to 2A

• Average PMI (last 12 months)/PMS rating 3 and above
• 18 months as 1A
• Overall 3 years’ experience
• No Warning Letter issued in the past 6 months
• Span ratio adherence
• iEvolve certified