Team Lead : Collections : B2B LPA

Position: Team Lead : Collections : B2B 9 LPA : Apply Now
5 to 7 years of overall experience
At least 3 years of B2B (Business to Business) Collections experience.
Complete and thorough understanding of B-2-B Collections work modalities and requirement
Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
Excellent Verbal and Written Communications skills
Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
Review and resolve issues.
Meeting KPIs and client defined targets.
Training and coaching on floor.
Quality and feedback for team members for driving performance.
Perform quality evaluations and provide coaching/feedback on performance to team members.
Process Improvement and increasing efficiencies.
Communication with internal and external stakeholders
Reporting and analysis on reports and avenues for improvement.
Work in Collections target orientation environment
Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.
Fair understanding on Quality tools and methodology
Manage shrinkage & absenteeism, attritions etc.
Outlier agent support/management
Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required.
Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps
Client management and effective delivery on the expectations set by the client on daily and monthly basis.
Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.
Strong analytical and Excel skills, including v-lookups and pivot tables

Key Skills

a) Any Graduate
b) Min 5 Years of Overall Exp
c) Min 3 Years Experience in B2B/B2C Collections