Job Title: Team Lead / Sr. Team Lead - Operations
Location: Jayanagar, Bangalore
Job Type: Full-Time
Educational Qualification: Graduation (Any Stream)
Language Requirement: Fluent in 2 or more south Indian regional languages
Shift Timing: Day Shift (9 am to 6 pm)
Weekly Off: Sunday
Job Summary: As a Team Lead/Senior Team Lead in a Business Process Outsourcing (BPO) company in India, specifically for an outbound tele-collections process, you will be responsible for leading a team of tele-collections agents to achieve set targets and deliver outstanding performance. Your primary focus will be on driving productivity, maintaining high-quality standards, and ensuring compliance with relevant regulations. You will provide guidance, coaching, and support to the team, fostering a positive work environment and maximizing collections outcomes.
Key Responsibilities:
Team Management: Lead and supervise a team of tele-collections agents, providing guidance, support, and coaching to achieve performance targets.
Performance Monitoring: Monitor individual and team performance metrics, taking proactive measures to address any gaps.
Coaching and Development: Provide ongoing coaching and training to enhance collections skills and customer service abilities.
Quality Assurance: Conduct regular quality audits to ensure adherence to parameters and compliance with regulations.
Process Adherence: Ensure team compliance with collection processes, policies, and procedures.
Target Achievement: Set clear targets and implement strategies to maximize collections and optimize recovery rates.
Reporting and Analysis: Generate accurate reports, providing insights and recommendations for improvement.
Escalation Handling: Manage escalated customer queries, complaints, and complex collection cases.
Stakeholder Collaboration: Collaborate with internal stakeholders to align goals and address challenges.
Training and Knowledge Sharing: Facilitate training sessions to enhance team members' understanding of collections processes and compliance.
Requirements:
Bachelor's degree in any discipline.
Proven experience as a Team Lead or Senior Team Lead in a BPO environment, specifically for outbound tele-collections.
In-depth knowledge of tele-collections processes, best practices, and compliance requirements.
Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve targets.
Excellent communication and interpersonal skills to effectively interact with team members, clients, and stakeholders.
Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
Proficiency in using collections software, customer relationship management (CRM) systems, and reporting tools.
Strong problem-solving skills with the ability to handle escalated customer issues and complex collection cases.
Results-oriented mindset with a focus on achieving and exceeding targets.
Flexibility to adapt to changing priorities, work under pressure, and meet deadlines.
Pay: Up to ₹35,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Education:
Experience:
- bpo team lead: 1 year (Required)
Work Location: In person
