Job Title: Team Leader

Account/ Domain/ LOB: B2B Collections

Work set-up: On-site in Pampanga

Work schedule: Rotational shift

Salary range: 70K - 80K package

Relevant Experience range: 5- 7years


Job Description


• Oversight of the team and ensuring daily BAU. Manage day-to-day operations, functions of team management and performance delivery.

• Review and resolve issues.

• Meeting KPIs and client-defined targets.

• Training and coaching on the floor.

• Quality and feedback for team members for driving performance.

• Perform quality evaluations and provide coaching/feedback on performance to team members

• Process Improvement and increasing efficiencies.

• Communication with internal and external stakeholders

• Reporting and analysis on reports and avenues for improvement.

• Work in the Collections target orientation environment

• Manage shrinkage & absenteeism; Attritions etc.

• Outlier agent support/management

• Proactively communicates process exceptions & deviations to the Manager, and bottlenecks to process stakeholders as required

• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps


Requirements:

• Must have a Bachelor's degree with both TOR and Diploma on hand

• At least 2nd year in College is acceptable, without any back subjects

• 5 to 7 years of experience in Contact Centre & in B2B Collections Environment.

• Experience in a Team Leading role in the Collections portfolio

• With overall working experience of at least 8 years

• Complete and thorough understanding of B-2-B Collections work modalities and requirement

• Understanding of all Collections KPIs & SLAs performance reports and tools, and should be able to implement the same. (Both Collections and Dispute Management)

• Excellent Verbal and written communication skills to handle the NA region and customers.

• Experience in managing teams and operations in the Contact Centre in a Collections operations Environment.

• Work in the Collections target orientation environment

• Fair understanding of Quality tools and methodology

• Good communication & Interpersonal skills

• Strong analytical and problem-solving skills

• SLA Management, must possess functional and strategic knowledge of the domain to manage and add value to the metrices

• Client management and effective delivery on the expectations set by the client on a daily and monthly basis.

• Execute specific Collections Leads tasks as assigned by the client as part of delivery management/production.

• Strong analytical and Excel skills, including v-lookups and pivot tables

• Must not be currently or formerly employed with TCS and have no active application with them to avoid duplications

• Should be amenable to start immediately and can work onsite in Taguig

• Must not be a job hopper who only stays for less than a year per company