Team Lead - Collections

Olyv, Inc.; Karnataka; Vor Ort; INR 781.000 - 1.339.000; Vollzeit

Zusammenfassung

Olyv, Inc. in Bengaluru (Karnataka) is seeking a hands-on Team Manager to oversee a busy customer-support team. You will ensure disciplined shifts, monitor onboarding calls, and lead training for new hires while auditing performance for continuous improvement.

The role requires planning headcount, tracking leave, driving conversions above 4%, and maintaining daily call targets. You will mentor teammates to adhere to guidelines and grow a high-performing support operation.

Qualifikationen

• Experience leading a customer-support/BSM team.
• Ability to audit calls and coach staff.
• Proven track record in process improvement and coaching.

Aufgaben

• Maintain login/logout discipline and breaks for the team.
• Provide detailed information on onboarding issues for customers.
• Audit team calls and identify improvement areas.
• Train new joiners as required.
• Manage team leave requests and track workload.
• Assess headcount needs based on workload and hire accordingly.
• Drive conversion to exceed current 4% benchmark.
• Ensure daily call targets of 400-450 are met.
• Ensure information provided to customers aligns with guidelines.
• Improve audit ratings monthly through proper auditing.

Kenntnisse

Team management

Quality auditing

Training

Performance tracking

Customer support

Tools

CRM software

Analytics tools

Jobbeschreibung

Olyv is India’s fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others.

Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google’s Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.

Responsibilities

• Maintain the discipline of the team in terms of Login/Logout and Breaks.
• Providing the detail information on the issues of customers related to Onboarding calls
• Auditing the calls of the teammates and looking for areas of improvement on calls.
• Giving the training to the new joinees as well as to the team in case it is required
• Maintain the leave request of the team members as per the workload with a proper tracking system.
• Looking into the requirement of the headcount as per the load,so that we can hire the staff accordingly.
• Focusing on the Conversion percentage to bring it above the current percentage of 4%
• Make sure that team is achieving the daily benchmark of 400-450 calls.
• Make sure that the team is giving the detailed information to the customers as per the guidelines given to them.
• Make sure that the audit rating should go up on a monthly basis from the current rating of 3.01, which can only be done with proper auditing.