Team Leader Operations- Contact Center
- Novac Technology
- 1 - 3 years
- Mumbai
- 4 years ago
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Job Description
Excellent job opportunity for the position of Team Leader- Operations for collection process with 1-3Years of experience in Team Handling (15-20 Agents). Preference will be given for those who worked in Banking/NBFC domain for Collection process, good in call center metric.Location :Navi Mumbai (Mahape)
Salary :As per Industry norms
Roles & Responsibilities:
Salary :As per Industry norms
Roles & Responsibilities:
- Responsible for tele collection for buckets assigned .
- Create and implement strategies to increase the number of successful collections on outstanding debt.
- Train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload.
- SLA management .
- Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations.
- Responsible for management of Engagement, Attrition and ESAT for the team
- Prepare schedules for the teams and ensure attendance.
- Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team
Required Candidate profile
- Must be graduate.
- Should know throughput calculation like attrition, shrinkage.
- Should have handled minimum 15 to 20 agents as team lead.
- Should handle the team weekly reviews and encourage team to meet organizational goals .
- Responsible for staff retention within the team.
- Should be aware of KRAS, KPIS.
- Should be either from collection background handling financial products (Insurance, PL, other loans etc)
- Preferred BPO experienced candidates.
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: Shriram Value ServicesLocation(s): Mumbai
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Keyskills: bucket insurance Loans team leading collections credit cards Banking call center contact center
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Novac Technology
Novac Technology Solutions Novac Technology Solutions is a leading IT company, with strong technology and domain expertise in Insurance , Financial Services , HR services and Business Process Management with a proven track record of delivering high quality solutions.
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