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.