Team Leader

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 manage a team of tele-callers, providing guidance and support to achieve individual and team goals.
• Develop and implement strategies to maximize collection efforts and meet daily, weekly, and monthly targets.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance productivity.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Build and maintain strong relationships with team members, fostering a collaborative and supportive work culture.
• Identify areas for improvement and implement process enhancements to optimize collection outcomes.
• Collaborate with other departments to ensure smooth operations and effective communication.
• Stay updated on industry trends and best practices, sharing knowledge with the team to enhance performance.
• Handle escalations and complex customer interactions, ensuring timely and effective resolutions.
• Conduct performance evaluations and provide career development opportunities for team members.

• Key Responsibilities:
  • Lead, mentor, and manage a team of tele-callers to achieve daily, weekly, and monthly collection targets.
  • Monitor team performance and provide regular feedback and coaching.
  • Handle escalated customer cases and ensure timely resolution.
  • Track and report key metrics such as call productivity and promise-to-pay (PTP) conversions.
  • Ensure adherence to regulatory and internal compliance guidelines.
  • Coordinate with cross-functional teams (e.g., Field Collections) for account resolution.
  • Conduct regular team meetings, training sessions, and performance reviews.

  Required Skills & Qualifications:

  • Minimum 1-2years of experience in collections as a caller.
  • Strong leadership, communication, and interpersonal skills.
  • Ability to analyse data and drive performance through insights.
  • Proficiency in MS Excel and CRM tools.
  • Fluency in Malayalam Or Tamil and English.

  Eligibility Criteria:

  • Open to internal employees who meet the experience and performance criteria.
  • Should have completed at least [1 Year] in the current role.

  • No active disciplinary actions or performance improvement plans.