Team Leader / Sr. Team Leader / Assistant Manager - BPO Operations

Position Overview:

The BPO Collection Team Leader is responsible for overseeing and managing a team of collection agents in a Business Process Outsourcing (BPO) environment. The role involves ensuring that the team meets their targets for collections, adhering to company policies and procedures, and delivering excellent customer service while maintaining positive client relationships

Key Responsibilities:

• Supervise and lead a team of collection agents, ensuring high performance, meeting daily/weekly/monthly targets.
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to ensure targets are met and quality standards are maintained.
• Monitor daily, weekly, and monthly activities, ensuring that the team follows the set processes and procedures.
• Analyze team performance metrics to identify areas for improvement.
• Serve as the primary point of contact for clients .
• Make quick decisions in high-pressure situations, guiding the team to resolve issues and close overdue accounts effectively.
• Address and solve operational challenges while maintaining service quality and customer satisfaction.

Qualifications:

• Education: Bachelor's degree or equivalent experience in a related field (Finance, Business, etc.).
• Experience:
• Minimum of 3-6 years of experience in a collections role, preferably in a BPO setting.
• Previous experience in managing or supervising a team is highly preferred.

Skills:

• Strong leadership, coaching, and mentoring abilities.
• Excellent communication skills, both verbal and written.
• Analytical and problem-solving skills to assess team performance and handle complex situations.
• Knowledge of collection processes, techniques, and legal regulations.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).

For More Details: Please reach out or Whatsapp @

9731670888

Megha - Assistant Manager Talent Acquisition