Team Leader/Sr Team Leader

3 days ago

Gurgaon, Haryana, India Home Credit Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

1.Manage & motivate team of 20 operators.

2.Manage the Collection process for assigned campagin(s)

3.Ensure operator are delivering individual calls target, SLA & KPI

4.Maximize Productivity by increasing Kept/Call, RPC%,PTP%, & Kept%

Monitoring calls, Coaching and Feedback,Bottom Quotile Management,Individual Target settings,Weekly and monthly one on ones,Analysing relevant reports,making reports and reporting to management on areas of improvement.

5.Conducting team meetings, pre/post/mid shifts.

6.To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.Dialer Knowledge preferred.

7.To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre.

8.Attrition , Shrinkage, roster mangement.

9.Managing PIP (Performance improvement Plan) of the team members

Preferred candidate profile

Should have Team handling experience in Calling process min 1 year

Basic excel knowledge

Collection process knowledge

Candidate can share resume

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