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