Team Leader

A1 to A3
•    Average PMI (last 6 months)/PMS rating 3 and above
•    2 years in current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    1 year of exp in the current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
 

• Lead and manage a team of tele-callers, providing guidance and support to achieve individual and team goals.
• Develop and implement strategies to maximize collection efforts and meet daily, weekly, and monthly targets.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance productivity.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Build and maintain strong relationships with team members, fostering a collaborative and supportive work culture.
• Identify areas for improvement and implement process enhancements to optimize collection outcomes.
• Collaborate with other departments to ensure smooth operations and effective communication.
• Stay updated on industry trends and best practices, sharing knowledge with the team to enhance performance.
• Handle escalations and complex customer interactions, ensuring timely and effective resolutions.
• Conduct performance evaluations and provide career development opportunities for team members.

• Key Responsibilities:
  •    Lead, mentor, and manage a team of tele-callers to achieve daily, weekly, and monthly collection targets.
  •    Monitor team performance and provide regular feedback and coaching.
  •    Handle escalated customer cases and ensure timely resolution.
  •    Track and report key metrics such as call productivity and promise-to-pay (PTP) conversions.
  •    Ensure adherence to regulatory and internal compliance guidelines.
  •    Coordinate with cross-functional teams (e.g., Field Collections) for account resolution.
  •    Conduct regular team meetings, training sessions, and performance reviews.
  Required Skills & Qualifications:
  •    Minimum 1–2years of experience in collections as a caller.
  •    Strong leadership, communication, and interpersonal skills.
  •    Ability to analyse data and drive performance through insights.
  •    Proficiency in MS Excel and CRM tools.
  •    Fluency in Malayalam Or Tamil and English.
  Eligibility Criteria:
  •    Open to internal employees who meet the experience and performance criteria.
  •    Should have completed at least [1 Year] in the current role.
  •    No active disciplinary actions or performance improvement plans.