Team Leader

The Team Leader will be responsible for leading, motivating, and managing a team of callers to achieve collection targets and ensure smooth daily operations. This role requires a proactive individual with strong leadership skills, a focus on performance, and the ability to handle escalated situations effectively.

Key Responsibilities:

• Team Leadership & Development: Provide on-the-job product training to new team members.
• Inspire and motivate callers to achieve individual and team targets.
• Conduct performance reviews of callers on a daily, weekly, and monthly basis.
• Plan for and manage team absenteeism to ensure seamless workflow.
• Operations Management: Maintain an accurate MIS (Management Information System) for the allocated pool.
• Ensure proper tracking of callers activities and performance.
• Prepare and send pick-up files as required.
• Identify critical cases and take appropriate action.
• Strategy & Coordination: Develop and implement strategies for achieving team targets.
• Coordinate with collection agencies to optimize recovery efforts.
• Act as a liaison between different departments to ensure effective communication and collaboration.
• Customer & Escalation Management: Handle escalation calls and manage agitated customers effectively.

Preferred Candidate Profile:

• Proven experience in a team leadership or supervisory role, preferably within a collections or customer service environment.
• Demonstrated ability to provide on-the-job training and mentor team members.
• Strong understanding and experience in performance reporting and analysis.
• Proficiency in maintaining MIS and other operational reports.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and drive a team towards achieving challenging targets.
• Strong decision-making skills and the ability to handle high-pressure situations.