Team Lead (Collections & Recovery Expertise)

Position:

Team Lead

Voice/ Non-Voice:

Non voice 50% Voice 50%

Shift:

24*7

Qualification:

Graduate

Experience:

3-6 years overall

Experience Breakup:

4-6 years of overall experience with 1-2 yrs. mandatory experience as a people manager & in collections.

Essential Hiring Skills:

Leadership & Team Management. Collections & Recovery Expertise. Voice & Chat Operations Knowledge. Performance Management & Coaching. Data Analysis & Reporting. Customer Escalation Handling. Communication & Negotiation Skills. Problem Solving & Decision Making. Excel & MIS Proficiency, Compliance & Process Governance. Stakeholder Management. Continuous Improvement Mindset

Good to have Hiring Skills:

Experience in upselling/cross-selling within collections/care or consumer

Trainable Skills:

1. Experience in Customer Service preferably in Collections Domain
2. Responsible for administrative aspects including reporting
3. Superior communication (oral, written), presentation, and interpersonal skills
4. Demonstrate ability to develop and implement process enhancements including technology and performance
5. Ability to plan, prioritize, organize and communicate with client
6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software
7. Experience in goal-setting (defining and prioritizing specific, driving objectives)

Job responsibilities :