Team Lead

Job description Roles and Responsibilities Manage a team of collection agents to achieve daily targets and improve customer satisfaction. Monitor agent performance, identify areas for improvement, and implement corrective actions. Ensure compliance with banking regulations, policies, and procedures related to collections process. Analyze data to track key performance indicators (KPIs) such as AHT, CSAT, SLA, shrinkage, attrition rates. Desired Candidate Profile 1-6 years of experience in banking collection or domestic voice process background. Strong understanding of banking processes including collections process flowchart knowledge. Excellent communication skills with ability to handle high-pressure situations effectively. Proficiency in using technology-based tools for monitoring agent performance tracking KPIs etc. Role: Team Leader Industry Type: BPM / BPO Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Banking CollectionBanking ProcessCollections ProcessDomestic Process KPISLAShrinkageAhtAttritionInbound Voice ProcessDomestic Voice ProcessBpo VoiceDomestic BPOKRACSAT