A1 to A3

- Average PMI (last 6 months)/PMS rating 3 and above
- 2 years in current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable

A2 to A3

Or

P1 to P2

- Average PMI (last 6 months)/PMS rating 3 and above
- 1 year of exp in the current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable

Responsibilities

- Lead and motivate a team of Collection Executives, providing guidance and support to ensure high performance.
- Monitor and evaluate team performance, identifying areas for improvement and implementing necessary changes.
- Ensure compliance with company policies, procedures, and legal requirements in debt collection practices.
- Handle complex customer inquiries and complaints, providing timely and effective resolutions.
- Collaborate with other departments, such as Customer Service and Legal, to resolve customer issues and ensure a seamless customer experience.
- Conduct regular team meetings to discuss performance, provide feedback, and address any concerns.
- Stay updated on industry trends and best practices in debt collection, sharing knowledge with the team.
- Maintain accurate records and documentation of collection activities, ensuring data integrity.
- Develop and maintain solid relationships with key stakeholders, including clients and internal teams.
- Assist in the recruitment, training,



and development of new Collection Executives, ensuring a skilled and motivated team.

Qualifications

• Analyse various reports to enhance productivity and conversions
- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
- Achieve KPI and productivity targets of Self & Team.
- Monitor and maintain quality of interaction with customers.
- Prepare and submit periodic Team performance reports.
- Call handling to develop first hand sensing of customer pulse and manage irate customers.
- Audit Calls and identify the training requirements of each Team Member.
- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
- Team’s individual target/Unit qualitative and quantitative targets are met.
- To ensure that at no point in time the team lacks supervision.
- Team Leads are responsible for staff retention
- Handling team & shop floor escalations calls and providing end to end resolutions.
- Attending call calibrations with quality and training team.
- Preparing monthly TL review to gauge individual and teams performance.
- Client interaction as and when required; incorporate feedback into the system.
- Give timely & real time feedback with a view towards improving Operational and individual efficiency.
- Administratively manage a team of Customer Service Executives along with their performance.

📌 Team Leader Collections (Karnataka)
🏢 Digitide Solutions
📍 Karnataka