Team Lead | Thane (Collections)

TP; Thane, Navi Mumbai, Kalyan-Dombivli; On-site; INR 450,000 - 650,000; Full time

Job summary

TP in Thane is seeking a Team Leader with 1 year on-paper TL experience to oversee the collections unit and ensure efficient handling of customer queries.

You will monitor KPIs like AHT and SLA, manage rostering, and drive attrition reduction through engagement initiatives. Immediate joiner preferred; day shifts with 6 days work and one week off.

Qualifications

• 1 year on paper experience as a Team Leader in collections.
• Experience in bucketed collections (0/1,2,3,...).

Responsibilities

• Manage daily operations of the team and customer queries.
• Oversee shrinkage and productivity improvements.
• Implement strategies to reduce attrition through engagement.
• Ensure escalation processes and maintain CSAT levels.
• Monitor KPIs such as AHT, SLA and rostering.

Skills

Team Leadership

Collections

Customer service

Job description

We are actively hiring for Team Leader!!!

Location - Thane

Shifts - Day Shifts (6 days working with 1 week off)

Immediate Joiner preferred

Roles and Responsibilities:

• Need 1 year on paper experience as a TL.
• Should have experience in Collections (Bucket 0/1,2,3/X)
• Manage daily operations of the team, ensuring efficient handling of customer queries and issues.
• Oversee shrinkage management to minimize losses and optimize productivity.
• Develop and implement strategies to reduce attrition rates through effective employee engagement initiatives.
• Ensure seamless escalation processes for complex cases and maintain high levels of CSAT (Customer Satisfaction).
• Monitor KPIs such as AHT, SLA, and rostering to ensure compliance with industry standards.