Team Leader (Collections/ Banking Process)

We are looking for an experienced and dynamic Team Leader for Collection Process to manage and drive performance of a team handling support operations.

The Team Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities:

• Manage a team of 1820 Executives
• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
• Conduct team huddles, coaching sessions, and performance reviews
• Analyze reports and identify performance improvement areas
• Drive quality and compliance standards
• Manage attrition and shrinkage
• Ensure customer satisfaction targets are achieved
• Coordinate with QA, Training, and Operations teams
• Prepare weekly/monthly performance reports

Mandatory Skills:

• Team Handling Experience (Minimum 12 years as TL in BPO Collections and Banking Process)
• Dialer Experience
• KPI Management (AHT, CSAT, NPS, FCR, SLA)
• Performance Management
• Coaching & Mentoring
• Attrition & Shrinkage etc

Eligibility Criteria:

Graduate (Any Stream)

2-3 years overall experience in BPO Collections and Banking Process

Flexible for rotational shifts

Good communication skills

Experienced as Team Leader in Collections and Banking Process with Dialer Experience