Team Leader Collection Process

Role & responsibilities

• Should have a Team Leader Experience in Domestic BPO, Preferably in Banking Collection.
• Managing day to day planning, operational challenges and solving problems of a team of agents.
• Plan and manage the groups performance as per KPIs and look for methods to constantly exceed expectations.
• Responsible for management of Engagement, Attrition and ESAT for the team.
• Prepare schedules for the teams and ensure attendance.
• Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team.

Desired Candidate:

• Any Graduate / HSC
• Should know throughput calculation like attrition, shrinkage.
• Should have handled minimum 10 to 15 agents as team lead.
• Should handle the team weekly reviews and encourage team to meet organizational goals .
• Responsible for staff retention within the team.
• Responsible for making/bringing own team

**DRA certified added advantage**