Team Lead / Team Coach ( Tele Collections )

Job Description:

Key Responsibilities:

• Lead, mentor, and coach a team of tele callers focused on debt collections to ensure they meet performance targets and deliver outstanding customer interactions
• Develop and implement strategies to enhance the team’s productivity, efficiency, and overall collections performance
• Monitor team members’ calls for quality assurance and provide constructive feedback and training as needed
• Set clear performance goals for individual team members and conduct regular performance reviews
• Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences
• Analyse call centre data related to debt collections to identify trends, areas for improvement, and opportunities for process optimization
• Handle escalated customer inquiries or complaints related to debt collections, resolving issues promptly and effectively
• Develop training materials and conduct training sessions for new telecallers focused on debt collections to ensure they are well equipped to deliver exceptional service
• Maintain up-to-date knowledge of the Company's collections strategies, services, and processes to assist team members and customers in effective 

Qualification:

• Minimum of 1 + years of proven experience as a Team Lead in a debt collections and recovery environment
• Prior experience as a Tele caller or in a similar customer service role, with a significant focus on debt collections
• Excellent verbal and written communication skills
• Strong leadership and coaching abilities, with a track record of motivating and managing teams
• Ability to analyse data related to debt collections and generate actionable insights to improve team performance
• Customer-focused mindset and commitment to delivering exceptional service in the collections context.
• Problem-solving skills and the ability to handle challenging customer situations related to debt collections
• Proficiency in using call centre software and tools
• Flexibility to work in shifts as required by the debt collection operations

Preferred Skills:

• Certification or training in call centre management or customer service
• Familiarity with fintech products or services, particularly in the debt collections domain

Multilingual abilities : 3 languages mininum except kannada (Hindi Mandatory)