B2B Collections Team Lead

Job Description:

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

Good communication & Interpersonal skills

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

Resource Specification:

100% WFO (work from office)

Willing to work in night and rotational shifts.

Prior experience of managing a team in International B2B Collections process

Excellent communication skills in English (Written & verbal)

Ability to work in a targeted environment.

Strong analytical and problem-solving skills.

Must possess functional and strategic knowledge of domain to manage and add value to the metrices.

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

Knowledge/Experience:

5 to 7 years of overall experience

At least 3 years of B2B ( Business to Business) Collections experience.