Job Roles & Responsibilities:
- Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well.
- Demonstrate leadership skills with experience managing teams of 13-18 members.
- Maintain daily shrinkage at less than 5%.
- Monitor calls and ensure compliance and quality performance.
- Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
- Weekly performance review with team.
- 15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account.
- Ensuring that at least 40% of his team earns incentive.
- Ensure full compliance with all company, departmental, legal, and regulatory requirements.
- Understand and execute policies, processes and procedures of the organization.
- Strong Focus on collector upskilling and programs goals.
- Valuable interpersonal skills and ability to retain and sustain tenure thru strong connect with team members.




- Ability to set targets as per the process requirements and business goals. - Identifying opportunities/training needs and defining training/coaching plan for team members.
- Knowledge of KRAs, performance metrics and reports.
- Team Leader collections with minimum experience in same role for 1 year.
- At least 4 years of experience with the BPO business.
- Willingness to work night shifts.
- Good verbal and written communication and presentation skills.
- Preferred Qualification - Any Graduate
- Will have to lead a team of around 15-18 collection agents and drive the required client goals.
- Should have basic knowledge of MS office.
- Should be well versed with excel & PPT specially.
- Should have good process and people management skills, should be a fast learner and flexible in terms of adapting to the environment.

Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the

📌 Team Leader (Kharadi)
🏢 Credence Resource Management
📍 Kharadi