Role & responsibilities

1.Manage & motivate team of 20 operators.

2.Manage the Collection process for assigned campaign(s)

3.Ensure operator are delivering individual calls target, SLA & KPI

4.Maximize Productivity by increasing Kept/Call, RPC%,PTP%, & Kept%
Monitoring calls, Coaching and Feedback, Bottom Quartile Management, Individual Target settings, Weekly and monthly one on ones, Analyzing relevant reports, making reports and reporting to management on areas of improvement.

5.Conducting team meetings, pre/post/mid shifts.

6.To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible prospect. Dialer Knowledge preferred.

7.To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.

8.Attrition , Shrinkage, roster management.

9.Managing PIP (Performance improvement Plan) of the team members.

📌 Team Lead (Gurugram)
🏢 home credit
📍 Gurugram