Responsibilities:
Manage individual team members' and overall team's targets on a monthly basis.
Collect payments on behalf of our clients through inbound and outbound channels. Target-oriented Telecom business expected to multitask.
Key deliverables include AHT (Average Handling Time), NPS, following payment hierarchy, First Call Resolution (FCR), and other call handling metrics such as Wrap time, hold time, transfer, Save %, PIF %, etc.
Assist in improving payer conversion and take 2nd voice as needed.
Focus on self and team's hygiene metrics/operation metrics within client policies.
Coach and provide feedback to improve collections month over month.
Review daily reports, identify root causes for low performance, and remediate them.
Lead a team of 12-20 collectors and motivate them to achieve individual and team SLAs.
Consistently achieve all KPIs and SLAs set by the clients while adhering to quality, compliance, and regulatory parameters.
Conduct floor walks regularly to supervise, coordinate, and monitor the activities of collectors, ensuring prompt, courteous, and accurate responses to customers.
Interact with clients as needed.
Participate in call calibration sessions, ad-hoc training, and reviews as designed by the clients.
Knowledge of collection practices act, anti-money laundering, lending act, Fair Credit Reporting, etc., is an advantage.
Key Performance Indicators:
Handle escalations that collectors are unable to manage, solve process-related queries, and address grievances.
Listen to calls and coach the team to enhance performance.
Monitor calls taken by collectors and provide constructive feedback.
Interact with the quality team to seek feedback on the team's performance and quality scores.
Prioritize and assign work to collectors, initiating corrective measures to resolve day-to-day work-related problems.
Devise strategies to minimize attrition and absenteeism.
Organize training programs/refresher courses for associates.
Collaborate with other departments like training, IT, HR, and administration to maintain effective rapport and resolve issues.
Hold team briefings and debriefings before and after each shift.
Organize weekly team meetings to update associates on process changes, quality issues, and team SLAs and KPIs.
Administer the rewards and recognition program for the team.
Coordinate monthly team outings with associates and team members.
Eligibility Criteria:
12-18 months of team leading experience in Sales/Collections or Retention Process (BPO industry).
Bachelor's degree.
Working Window / Working Hours:
Rotational shifts and weekly offs unless otherwise dictated by the client.
Working window and process off will be based on client communication and discretion.
Competencies:
Business foresight.
Influencing others.
Fostering partnerships with customers.
Managing transformation.
Driving excellence.
Leading teams.
Working across boundaries.
Strong organizational, planning, and analytical skills.
Basic arithmetic and statistical skills for data analysis and report generation.
Problem-solving skills.
Job Type: Full-time
Pay: Up to $75,000.00 per year
Application Question(s):
What is your notice period?
What is your current location?
Do you have any experience in the Collections Process?
Experience:
Process Lead: 1 year (Preferred).
Work Authorization:
Australia (Required).
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