Team Lead - Gurgaon / Gurugram - Outpace Consulting Services

    Outpace Consulting Services
    Outpace Consulting Services Gurgaon / Gurugram

    4 days ago

    Full time ₹1,800,000 - ₹3,200,000 (INR) per year *
    Description
    • 5 to 7 years of overall experience
    • At least 3 years of B2B (Business to Business) Collections experience.
    • 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
    • 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
    • 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

    Key Skills

    a) Any Graduate

    b) Min 5 Years of Overall Exp

    c) Min 3 Years Experience in B2B/B2C Collections

    * This salary range is an estimation made by beBee
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