Telecom Collection Process Lead

2 days ago


Delhi, Delhi, India Firstsource Full time

We are seeking a seasoned Telecom Collection Process Lead to join our team at Firstsource, a leading provider of Business Process Management (BPM) services.

As a key member of our operations team, you will be responsible for leading a team of 12-20 collection process associates and motivating them to achieve the team's Service Level Agreement (SLA). You will serve as the first-level escalation point of contact for local and global teams, ensuring compliance with client provisions and commitments.

Key responsibilities include:

  • Leading project execution, monitoring Key Performance Indicators (KPIs), and ensuring target compliance
  • Ensuring compliance with internal quality standards and validating data accuracy
  • Maintaining effective resource allocation to meet productivity and quality metrics
  • Documenting issues and ensuring adherence to policy and procedures
  • Managing processes, resources, and system applications

You will work closely with the quality team to seek feedback on team performance and quality scores. Additionally, you will conduct monthly appraisals for associates, provide feedback, and prioritize their workload.

The ideal candidate should have 1-2 years of experience as a Team Lead in a telecom collection process environment. Night shift flexibility is required. A graduate degree is essential.

We offer competitive compensation, with an estimated salary range of ₹600,000 - ₹900,000 per annum, depending on location and qualifications.

Perks and benefits include:

  • Bonuses and rewards program
  • Opportunities for career growth and professional development
  • Team outings and social events

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply.



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