Team Lead- Voice Process

Job Responsibilities:

Lead and manage a team of collection agents ensuring they are motivated and performing at their best

Conduct regular performance evaluations and provide constructive feedback to team members

Analyze collection data to identify trends and areas for improvement and daily product resolution tracking

Ensure proper coordination of collection strategies targets and process adherence at contact center

Ensure that all collection activities comply with relevant laws and regulationsand as per requirement

Stay updated on changes in legislation and conduct daily huddlesto inform the team

Handle escalated customer issues and resolve them in a timely manner to maintain high levels of customer satisfaction

Develop strategies to improve customer interactions and enhance the overall collection

Candidate Requirement:

Minimum 6 years in team handling

Strong verbal and written communication skills to effectively interact with team members and customers

Good negotiator to handle difficult and escalation cases

Proficiency in analyzing data to drive performance improvements and strategic decisions

Facilitate and lead optimal communication between contact center and external stakeholders to drive the performance

Proficiency in MS Excel/PowerPoint and reporting tools for performance tracking

Ability to work under pressure and meet strict deadlines

Proficient in Tamil/English

Location: Chennai