Team Leader, Collections

Description

• YEARS OF EXPERIENCE:  Minimum 3–5 years of experience in collections, with at least 1 year in a team lead role from a collections background.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and  Key responsibilities:

Responsible for leading a team of collection agents to achieve recovery targets, ensure compliance, and maintain high-quality customer interactions.

• Lead and manage a team of collection agents to meet or exceed recovery goals.

• Monitor daily performance metrics such as Promise-to-Pay (PTP) conversion, Right Party Contact (RPC), and Average Handling Time (AHT).

• Ensure adherence to compliance and regulatory guidelines during all collection activities.

• Conduct regular coaching sessions and performance reviews to improve agent effectiveness.

• Analyze KPI trends and implement strategies to close performance gaps.

• Prepare and present daily/weekly/monthly reports on team KPIs to management.

• Collaborate with Quality and Training teams to enhance process efficiency.

• Responsible to meet all agreed client SLAs and performance parameters

• Provide support to the team by acting as the first line of escalation for customer related queries to provide exceptional customer service

• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer

• Well versed in managing BQ’s & PIP cases

• Team member performance management and identification of training opportunities

• Forward non- resolvable issues to the Operations Manager

• Key Skills and knowledge:

• Strong leadership and people management skills.

• Excellent communication and negotiation abilities.

• Analytical mindset with proficiency in MS Excel and reporting tools.

• Knowledge of collections processes, and regulatory compliance is a must

• Qualification : Graduation.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.