Senior Team Leader

Digitide; Kolkata District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Digitide in India is seeking an experienced Senior Team Leader to guide tele-collection agents, drive daily, weekly and monthly targets, and foster a high-performance team.

The role emphasizes coaching, KPI analysis (Resolution %, Connectivity, OCR), compliance with bank guidelines, and collaboration with other departments to align collections with business goals.

Qualifications

• 5+ years in a leadership role, preferably in collections or customer service.
• Proven track record of managing and motivating teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong analytical skills to interpret data and make data-driven decisions.
• CRM systems and Microsoft Office proficiency.
• Ability to work independently and manage multiple priorities effectively.

Responsibilities

• Supervise and mentor tele-collection agents to achieve targets.
• Monitor performance, identify improvements, and coach effectively.
• Track KPIs such as Resolution %, Connectivity, and OCR.
• Ensure adherence to calling strategies and coverage plans.
• Maintain compliance with bank guidelines and regulatory requirements.
• Report on collection activities with accurate data.
• Foster a positive, collaborative team environment.
• Stay updated on industry trends and implement innovative strategies.
• Collaborate with other departments to align collection with business goals.

Skills

Leadership

Communication

Analytical skills

CRM proficiency

MS Office

Time management

Education

Bachelor's degree in Business, Finance, or related field

Tools

CRM systems

Microsoft Office

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

We are seeking an experienced leader to join our dynamic team and drive exceptional performance. The Senior Team Leader will play a pivotal role in guiding and motivating our tele-collection agents, ensuring they achieve daily, weekly, and monthly targets. This position requires a strategic mindset and a focus on continuous improvement.

Responsibilities

• Supervise and mentor tele-collection agents, providing guidance and support to achieve targets.
• Monitor agent performance, identify areas for improvement, and deliver effective coaching.
• Track and analyze key performance indicators (KPIs) such as Resolution %, Connectivity, and OCR.
• Ensure adherence to calling strategies and coverage plans, optimizing team efficiency.
• Maintain compliance with bank guidelines and regulatory requirements, ensuring accurate documentation.
• Report on collection activities, providing transparent and accurate data.
• Foster a positive and collaborative team environment, promoting open communication.
• Stay updated on industry trends and best practices, implementing innovative strategies.
• Collaborate with other departments to align collection efforts with overall business goals.

Qualifications

• Bachelor's degree in Business, Finance, or a related field.
• 5+ years of experience in a leadership role, preferably in collections or customer service.
• Proven track record of successfully managing and motivating teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Proficiency in using CRM systems and Microsoft Office suite.
• Ability to work independently and manage multiple priorities effectively.
• Excellent time management and organizational skills.
• Willingness to adapt to changing business needs and strategies.
• Passion for continuous learning and professional development.

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Info

• Job Identification 253905
• Job Category Customer Support/Operations | BPM