Collection Process Team Lead

5 days ago


Bengaluru, Karnataka, India Firstsource Full time
Team Lead - Collection Process

Firstsource is a leading provider of customized Business Process Management (BPM) services. As a key member of our team, you will be responsible for leading a group of 12-20 associates in the collection process.

Key responsibilities include:

  • Leading the team to achieve team SLA and monitoring KPIs
  • First-level escalation point of contact for local BU/Global Team
  • Project execution, monitoring KPIs, and target compliance
  • Ensuring compliance with client service provisions/commitments
  • Monitoring team performance, providing regular updates on specific KPIs, ensuring workload compliance, and developing knowledge sharing within the team
  • Overseeing effective resource allocation to meet productivity and quality metrics
  • Documenting issues as needed and ensuring adherence to policy and procedures
  • Managing processes, resources, and system applications
  • Following standard practices and business procedures
  • Performing ad-hoc data analysis and participating in process improvement initiatives as needed
  • Validation and QA/QC: performing validation checks for operational processes and data inputs/outputs
  • Responsible for complying with internal quality standards
  • Validating information gathered from third-party sources to ensure accuracy

Salary Range: ₹500,000 - ₹1,200,000 per annum (depending on experience)

Key Performance Indicators

Your success in this role will be measured by your ability to:

  • Handle escalations that associates are unable to handle, solve process-related queries, and handle grievances
  • Listen to calls, coach the team to enhance performance, and monitor calls taken by associates
  • Interact with the quality team to seek feedback on team performance and quality scores
  • Conduct monthly appraisals for associates, provide feedback, and prioritize work assignments
  • Organize training programs for associates and interact with other departments to resolve issues and inquiries
  • Hold team briefings and meetings to update associates on process changes, quality issues, and team SLA/KPIs
  • Initiate and administer rewards and recognition programs for the team

Requirements:

  • 1-2 years of experience as a Team Lead in Telecom Collections
  • Graduate degree required
  • Candidates willing to work night shifts need to apply


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