About this role
A1 to A3 • Average PMI (last 6 months)/PMS rating 3 and above • 2 years in current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable A2 to A3 Or P1 to P2 • Average PMI (last 6 months)/PMS rating 3 and above • 1 year of exp in the current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable
• Lead and motivate a team of Collection Executives, providing guidance and support to ensure high performance. • Monitor and evaluate team performance, identifying areas for improvement and implementing necessary changes. • Ensure compliance with company policies, procedures, and legal requirements in debt collection practices. • Handle complex customer inquiries and complaints, providing timely and effective resolutions. • Collaborate with other departments, such as Customer Service and Legal, to resolve customer issues and ensure a seamless customer experience. • Conduct regular team meetings to discuss performance, provide feedback, and address any concerns. • Stay updated on industry trends and best practices in debt collection, sharing knowledge with the team. • Maintain accurate records and documentation of collection activities, ensuring data integrity. • Develop and maintain strong relationships with key stakeholders, including clients and internal teams. • Assist in the recruitment, training, and development of new Collection Executives, ensuring a skilled and motivated team.
• Analyse various reports to enhance productivity and conversions • Ensure team meets and exceed Stipulated Timelines and Service level Agreements. • Achieve KPI and productivity targets of Self & Team. • Monitor and maintain quality of interaction with customers. • Prepare and submit periodic Team performance reports. • Call handling to develop first hand sensing of customer pulse and manage irate customers. • Audit Calls and identify the training requirements of each Team Member. • Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required. • Team’s individual target/Unit qualitative and quantitative targets are met. • To ensure that at no point in time the team lacks supervision. • Team Leads are responsible for staff retention • Handling team & shop floor escalations calls and providing end to end resolutions. • Attending call calibrations with quality and training team. • Preparing monthly TL review to gauge individual and teams performance. • Client interaction as and when required; incorporate feedback into the system. • Give timely & real time feedback with a view towards improving Operational and individual efficiency. • Administratively manage a team of Customer Service Executives along with their performance.