Role & responsibilities
Should have a Team Leader Experience in Domestic BPO, Preferably in Banking Collection.
Managing day to day planning, operational challenges and solving problems of a team of agents.
Plan and manage the groups performance as per KPIs 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.

Desired Candidate:
Any Graduate / HSC
Should know throughput calculation like attrition, shrinkage.
Should have handled minimum 10 to 15 agents as team lead.
Should handle the team weekly reviews and encourage team to meet organizational goals .
Responsible for staff retention within the team.
Responsible for making/bringing own team

DRA certified added advantage

📌 Team Leader Collection Process Mumbai (India)
🏢 Phoenix Solution
📍 India