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 setting.
- Act as the primary point of contact for customers, ensuring a prompt and professional 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.
- - Target Achievement: Monitor daily, weekly, and monthly recovery rates, and Key Performance Indicators (KPIs).
- - Coaching & Training: Conduct regular call monitoring, feedback sessions, and training on effective negotiation and active listening.
- - Escalation Handling: Act as the main escalation point for complex, high-risk, or difficult customer disputes and delinquent accounts.
- - Compliance & Policy: Ensure all debt collection activities strictly follow internal company rules and external regulatory guidelines.
- - Reporting: Prepare Management Information System (MIS) reports to track team productivity, attendance, and recovery trends.

📌 Team Leader (Hyderabad)
🏢 Digitide Solutions
📍 Hyderabad