Collection Team Leader

Position: Team Leader – Outbound Collections

Location: Rourkela, Odisha

Key Responsibilities:

• Lead and manage a team of Customer Relationship Executives (CREs) in outbound collections, ensuring alignment with departmental KPIs and project SLAs.
• Provide leadership through motivation, coaching, development, and counseling of team members to enhance performance and retention.
• Foster effective collaboration with internal departments to resolve CRE and customer-related issues promptly.
• Ensure strict adherence to organizational security and data protection protocols.
• Drive continuous process improvement initiatives to enhance efficiency and service delivery.
• Proactively identify operational challenges and recommend practical solutions.
• Build and maintain strong team rapport, encouraging a positive and engaging work environment.
• Guide and support new CREs through structured onboarding and mentoring to reduce attrition.
• Monitor CRE call quality, conduct regular call audits, and provide actionable feedback and coaching.
• Address and resolve customer escalations in a timely and professional manner.
• Ensure adherence to shift rosters and minimize shrinkage by monitoring attendance and availability.
• Track and ensure achievement of key performance indicators such as net login hours and productivity metrics.
• Communicate and escalate process-related issues (e.g., system downtime, data connectivity) to supervisors for prompt resolution.
• Conduct regular team briefings to update CREs on process changes, product knowledge, and new initiatives.
• Uphold high standards of quality, accuracy, and turnaround times in all processes.
• Demonstrate a customer-centric approach with strong industry and domain awareness.
• Utilize basic Microsoft Excel, Word, and Outlook skills for reporting and communication.
• Maintain clear and effective written and verbal communication.
• Analyze performance data to identify trends and provide strategic input for continuous improvement.
• Make timely and rational decisions for day-to-day operational matters, considering potential impacts.

Eligibility Criteria:

• Minimum 1 year of experience as a Team Leader or in an Acting Team Leader role.
• Prior experience in outbound collections or recovery, preferably in the banking or BPO tele-collection sector.
• Strong command of Hindi, English, and at least one North Indian language.
• Graduation is mandatory.

Job Type: Full-time

Pay: ₹17, ₹25,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Work Location: In person