▷ 3 Days Left Team leader

2 days ago


Bengaluru, India 1point1 Full time

Job Description - Working as a Team leader in outbound Collection for at least one year. - Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs - Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues. - Enforce adherence to security and data protection within organization. - Facilitate and implement process improvement ideas to improve efficiency. - Proactively identify problems and presenting solution - Maintain good rapport with the team and ensure people bonding. - Proper handholding of new CREs to ensure retention - Listen to CRE calls, share coach team and feedback on performance. - Handle customer escalations - Ensure that employees adhere to rostered shift thus resulting in low shrinkage - Ensure CREs complete their net Login hours and other KPIs. - Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure. - Manage, Lead & motivate the CREs to ensure their commitment and engagement. - Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge. - Ensure adherence to committed quality, accuracy & turnaround of the processes - Industry and domain knowledge - Customer centricity - Basic MS Excel, Word and Outlook - Written and spoken communication - Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided. - Able to take quick and rational decision with knowledge of likely impact for basic issues. Eligibility Criteria - Should have minimum 1 year experience in team Lead/Acting team leader. - Should have experience in Outbound Collection/Recovery from Banking Collection /BPO tele-collection Background



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