Sr. Customer Relationship Officer /Team Leader

Role & responsibilities

Team Management-

- Lead a team of customer relationship officers/tele callers.

- Monitor performance, track metrics, and provide coaching.

2. Process Adherence-

- Ensure team follows collections processes and policies.

- Drive quality and compliance in customer interactions.

3. Target Achievement-

- Meet collections targets and manage team performance.

- Identify challenges and implement solutions.

4. Reporting & Insights-

- Generate reports on team performance and trends.

- Provide insights to management and suggest improvements.

5. Customer Escalations-

- Handle escalations and ensure customer satisfaction.

- Collaborate with other teams for resolution