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 customer service representatives, fostering a positive and productive work environment.
• Act as the primary point of contact for customers, ensuring a prompt and qualified response to inquiries and complaints.
• Handle complex customer issues and escalate them to the appropriate departments when necessary.
• Monitor and evaluate team performance, providing feedback and coaching to enhance customer service skills.
• Ensure compliance with company policies and procedures, maintaining high standards of customer satisfaction.
• Collaborate with other departments to resolve customer issues efficiently and effectively.




• Stay updated with industry trends and best practices in customer service to enhance team performance.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns.
• Maintain accurate records of customer interactions and provide regular reports to management.
• Ensure the team adheres to quality standards and continuously improves customer service processes.

Qualifications
• Team Supervision: Lead and mentor a team of 10 to 15 collection executives or recovery agents.
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• Target Achievement: Monitor daily, weekly, and monthly recovery rates, and Key Performance Indicators (KPIs).
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• Coaching & Training: Conduct regular call monitoring, feedback sessions, and training on effective negotiation and active listening.
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• Escalation Handling: Act as the main escalation point for complex, high-risk, or difficult customer disputes and delinquent accounts.
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• Compliance

📌 Team Leader (Hyderabad)
🏢 Digitide Solutions
📍 Hyderabad