Address- Working as a Team leader in outbound Collection for at least one year.
- Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs
- Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues.
- Enforce adherence to security and data protection within organization.
- Facilitate and implement process improvement ideas to improve efficiency.
- Proactively identify problems and presenting solution
- Maintain good rapport with the team and ensure people bonding.
- Proper handholding of new CREs to ensure retention
- Listen to CRE calls, share coach team and feedback on performance.
- Handle customer escalations
- Ensure that employees adhere to rostered shift thus resulting in low shrinkage
- Ensure CREs complete their net Login hours and other KPIs.
- Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure.
- Manage, Lead & motivate the CREs to ensure their commitment and engagement.
- Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge.
- Ensure adherence to committed quality, accuracy & turnaround of the processes
- Industry and domain knowledge
- Customer centricity
- Basic MS Excel, Word and Outlook
- Written and spoken communication
- Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided.
- Able to take quick and rational decision with knowledge of likely impact for basic issues.
- Should have minimum 1 year experience in team Lead/Acting Team leader.
- Should have experience in Outbound Collection/Recovery from Banking Collection /BPO tele-collection Background.
- Contact Details – Interested candidates please forward your CV at g.karthick@1point1.in
- Language Skills – English, South languages
Bangalore
