Team Leader - Collections - Tele calling Process

Role & responsibilities

1. Support operation team for delivery of customer service from contact centre

2. Support process migrations to contact centre

3. Monitor and drive contact centre indicators

4. Monitoring/auditing of calls, preparing and providing adequate feedback to ensure process compliance

5. Ensure adherence to quality norms as per agreed specification, also internal policies, procedures, and compliance regulations are being followed

6. Own and drive the daily update to ensure knowledge level of team is continuously updated • Support testing and implementation of various changes on IVR and CRM

Preferred candidate profile

Work Experience:

1. 2-4 years experience in working in Call Centre

2. Experience in working in the Banking domain

3. Experience in process improvement.

Technical Skills:

1. Proficient in English and Hindi language

2. Understanding of Industry Contact Centre Technology

Behavioral Skills:

1. Excellent verbal, written Communication skills

2. Eye for Detail - Ability to identify potential failure modes

3. Analytical and Problem-solving ability

4. Good interpersonal skills

Perks and benefits

As per industry standards