Delivery Lead

2 days ago

Gurgaon, Haryana, India Outpace Consulting Services Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Hi,

We are hiring for Leading ITES Company Delivery Lead - Collections Role

To Apply, WhatsApp 'Hi' @

Follow the Steps Below:


Click on Start option to Apply and fill the details

Select the location as Other and Type : Job Code # 326


Job Description:

  • 5 to 7 years of overall experience
  • At least 3 years of B2B (Business to Business) Collections experience.
  • Complete and thorough understanding of B-2-B Collections work modalities and requirement
  • Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
  • Excellent Verbal and Written Communications skills
  • Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
  • Review and resolve issues.
  • Meeting KPIs and client defined targets.
  • Training and coaching on floor.
  • Quality and feedback for team members for driving performance.
  • Perform quality evaluations and provide coaching/feedback on performance to team members.
  • Process Improvement and increasing efficiencies.
  • Communication with internal and external stakeholders
  • Reporting and analysis on reports and avenues for improvement.
  • Work in Collections target orientation environment
  • Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.
  • Fair understanding on Quality tools and methodology
  • Manage shrinkage & absenteeism, attritions etc.
  • Outlier agent support/management
  • Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required.
  • Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps
  • Client management and effective delivery on the expectations set by the client on daily and monthly basis.
  • Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.
  • Strong analytical and Excel skills, including v-lookups and pivot tables

Key Skills

a) Any Graduate

b) Min 5 Years of Overall Exp

c) Min 3 Years Experience in B2B/B2C Collections

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