Roles and Responsibilities
• Assist in formulation of targets for individual & teams as per Strategies outlined.
• Hire and onboard new employees
• Answer questions from individual team members and provide guidance with feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staffs motivated.
• Measure performances as per the defined key metrics.
• Ensuring adherence to policies for attendance & other procedures.
• Keep management informed on issues & problems.
• Prepare daily monthly reports / dashboards.
• Monitoring & tracking of individual tele-callers on a daily basis in terms of performance & productivity
• Consistently achieving set targets
• Achieving productivity metrics as per set benchmarks
• Handling customer complaints/ Queries
• Inter department follow- ups on need basis.
• Managing & handling pick ups coordination with agencies & FOS.
Eligibility Criteria:
• Qualification: Minimum graduation in any stream
• Experience: Minimum 2 years in collections tele Calling Collections
• Proven experience as collections telecalling supervisor role or similar supervisory position
• Managing & handling large teams
• Knowledge of dialer based tele- calling set up.
• Knowledge on performance evaluation procedures
• Excellent organizational and leadership skills
• Good Communication / Negotiation Skills
• Proficiency in Regional Languages
Preferred Industry: Banking / NBFC. Should be well versed in Telugu Language