Job Description – Team Leader (VI Postpaid Collection Process)
Designation: Team Leader
Process: VI Postpaid Collections
Location: Turbhe, Navi Mumbai
Reporting To: Operations Manager / Process Manager
Salary: As per company norms
*Key Responsibilities:
1.Lead, motivate, and manage a team of Collection Executives to achieve business objectives.
2.Ensure achievement of daily, weekly, and monthly collection targets.
3.Monitor team productivity, attendance, adherence, and overall performance.
4.Conduct regular team huddles, coaching sessions, feedback discussions, and performance reviews.
5.Track delinquent accounts and ensure timely follow-up and resolution by the team.
6.Prepare and share daily MIS reports, collection dashboards, and performance updates with management.
7.Ensure strict adherence to company policies, collection guidelines, and regulatory compliance requirements.
8.Handle customer escalations and support agents in resolving complex cases effectively.
9.Identify performance gaps and implement action plans to improve team efficiency and results.
10.Coordinate closely with Operations and Management to implement process updates and drive continuous improvement initiatives.
11.Foster a positive and high-performance work environment focused on accountability and team development.
*Required Skills:
1.Strong leadership and people management abilities.
2.Excellent communication and interpersonal skills.
3.Sound knowledge of collection processes and recovery techniques.
4.Ability to analyze reports, interpret data, and drive team performance.
Proficiency in MS Excel and MIS reporting.
5.Strong problem-solving and decision-making capabilities.
6.Ability to perform effectively in a target-driven environment.
*Eligibility Criteria:
1.Minimum 6 month years of experience as a Team Leader in BPO Collections or Banking.
2.Experience in Telecom Collections will be preferred.
3.Graduate in any discipline.
4.Willingness to work in a fast-paced, target-oriented environment.
5.Key Performance Indicators (KPIs)
6.Collection Achievement (%)
7.Team Productivity
8.Promise-to-Pay (PTP) Conversion
9.Rollback Reduction
10.Attendance & Shrinkage Control
11.Quality & Compliance Scores
12.Team Attrition Management
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
