Process Leader

**Responsibilities**:

- Manage individual team members’ and overall team’s targets on monthly basis
- To collect payment on behalf of our clients through inbound and outbound channels. Target oriented Telecom business expected to multitask.
- Some of our key deliverables are AHT (Average Handling Time), NPS, following payment hierarchy, First Call Resolution (FCR), other call handling metrices such as Wrap time, hold time, transfer, Save %, PIF %, etc.
- Assist improving payer conversion and take 2nd voice as and when needed
- Focus on self and team’s hygiene metrics / operation metrics, etc. within client policies
- Coach and provide feedback to improve collections month over month
- Review daily reports and identify root cause for low performance and remediate the same
- Leads a team of 12- 20 collectors and motivates them to achieve individual and team’ SLA.
- Consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality, compliance and regulatory parameters.
- Floor walks regularly per day to supervise, coordinate, and monitor the activities of collectors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Interacting with the clients (as and when needed)
- Participate in call calibration sessions, adhoc trainings and reviews as designed by the clients.
- Knowledge of collection practices act, anti-money laundering, lending act, Fair Credit reporting, etc. will be an advantage.

**Key Performance Indicators**:

- Handles any escalations that collector is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by collectors and provides them constructive feedback.
- Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
- Prioritizes and assigns work to collectors and initiate corrective measures to resolve day
- to
- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.
- Devises strategies to minimize attrition & absenteeism.
- Organizes training program / refreshers for the associates.
- Interacts with other departments like training, IT, HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative, IT, process requirement.
- Holds team briefing and de
- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.

**Eligibility Criteria**:

- 12 - 18 months of team leading experience into Sales/Collections or Retention Process (BPO industry)
- Bachelor's

**Working window / Working hours**:

- Rotational shifts and rotational weekly offs unless otherwise dictated by the client.
- Working window & process off will be based on client communication / client discretion / geography specific.

**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 analysis of data and generation of report.
- Problem solving skills

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 Collections Process?

**Experience**:

- Process Lead: 1 year (preferred)

Work Authorisation:

- Australia (required)