bluCognition - Team Lead - Payment Services (4-6 yrs)

The Role:

- You will be responsible for managing payment operations for a major US-based telecom client.

- You will lead a team of 10-15 employees, focusing on building and optimizing processes for payment services.

- You will ensure the seamless delivery of services while meeting the client's operational goals and service level expectations.

Responsibilities:

- Work on regular cases daily, performing quality audits and address escalated emails related to agencies and internal teams promptly and effectively.

- Generating and pulling reports to track progress, inform the team, and identify areas for improvement.

- Collaborating with the Audit team to streamline processes and improve efficiency.

- Conducting specialized new hire training, creating/updating job aids, and providing refresher training as needed.

- Assisting the Manager and providing backup support, including leading meetings and addressing escalated issues.

- Observing team performance to ensure adherence to company policies and procedures, conducting audits, and providing feedback/coaching to agents and other departments.

- Monitoring and responding to emails from escalated Recovery Distribution Lists (DLs), issuing daily reports to all agents and supervisors, and presenting opportunities for improved operational procedures.

- Proactively working on projects to ensure completion and contributing to frontline productivity when necessary.

Qualification & Skills:

- Degree in business administration, Management, or related field preferred.

- Proven experience of 4 to 6 years (with at least 1 year of team leading experience) in a similar support role, preferably in collections, payments, or back-office operations environment.

- Strong analytical skills with the ability to generate and interpret reports.

- Excellent communication and interpersonal skills.

- Ability to work independently and collaboratively within a team.

- Detail-oriented with strong organizational and multitasking abilities.

- Proficiency in Microsoft Office Suite and other relevant software.

- Knowledge of recovery processes and support resolution preferred.