Team Leader

Job Description

The Team Leader will be responsible for leading, motivating, and managing a team of callers to achieve collection targets and ensure smooth daily operations. This role requires a proactive individual with strong leadership skills, a focus on performance, and the ability to handle escalated situations effectively. Key Responsibilities: Team Leadership & Development: Provide on-the-job product training to new team members. Inspire and motivate callers to achieve individual and team targets. Conduct performance reviews of callers on a daily, weekly, and monthly basis. Plan for and manage team absenteeism to ensure seamless workflow. Operations Management: Maintain an accurate MIS (Management Information System) for the allocated pool. Ensure proper tracking of callers activities and performance. Prepare and send pick-up files as required. Identify critical cases and take appropriate action. Strategy & Coordination: Develop and implement strategies for achieving team targets. Coordinate with collection agencies to optimize recovery efforts. Act as a liaison between different departments to ensure effective communication and collaboration. Customer & Escalation Management: Handle escalation calls and manage agitated customers effectively. Preferred Candidate Profile: Proven experience in a team leadership or supervisory role, preferably within a collections or customer service environment. Demonstrated ability to provide on-the-job training and mentor team members. Strong understanding and experience in performance reporting and analysis. Proficiency in maintaining MIS and other operational reports. Excellent communication, interpersonal, and problem-solving skills. Ability to motivate and drive a team towards achieving challenging targets. Strong decision-making skills and the ability to handle high-pressure situations.