Team Lead- Voice Process

Saaki Argus & Averil Consulting; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Saaki Argus & Averil Consulting is seeking a senior professional to lead a collections team in Chennai. You will drive performance, manage daily product resolution tracking, and ensure compliance with evolving regulations.

This role requires strong leadership and communication to motivate agents and align with external stakeholders. You will analyze data, provide feedback, and develop strategies to improve customer interactions while meeting tight deadlines.

Qualifications

• Minimum 6 years in team handling
• Strong verbal and written communication skills to effectively interact with team members and customers
• Good negotiator to handle difficult and escalation cases
• Proficiency in analyzing data to drive performance improvements and strategic decisions
• Facilitate and lead optimal communication between contact center and external stakeholders to drive the performance
• Proficiency in MS Excel/PowerPoint and reporting tools for performance tracking
• Ability to work under pressure and meet strict deadlines
• Proficient in Tamil/English
• Location: Chennai

Responsibilities

• Lead and manage a team of collection agents, ensuring they are motivated and performing at their best
• Conduct regular performance evaluations and provide constructive feedback to team members
• Analyze collection data to identify trends and areas for improvement and daily product resolution tracking
• Ensure proper coordination of collection strategies, targets, and process adherence at contact center
• Ensure that all collection activities comply with relevant laws and regulationsand as per requirement
• Stay updated on changes in legislation and conduct daily huddlesto inform the team
• Handle escalated customer issues and resolve them in a timely manner to maintain high levels of customer satisfaction
• Develop strategies to improve customer interactions and enhance the overall collection

Skills

Team leadership

Verbal and written communication

Negotiation

Data analysis

Stakeholder management

Multilingual - Tamil & English

Tools

MS Excel

MS PowerPoint

Job description

Job Responsibilities:

• Lead and manage a team of collection agents, ensuring they are motivated and performing at their best
• Conduct regular performance evaluations and provide constructive feedback to team members
• Analyze collection data to identify trends and areas for improvement and daily product resolution tracking
• Ensure proper coordination of collection strategies, targets, and process adherence at contact center
• Ensure that all collection activities comply with relevant laws and regulationsand as per requirement
• Stay updated on changes in legislation and conduct daily huddlesto inform the team
• Handle escalated customer issues and resolve them in a timely manner to maintain high levels of customer satisfaction
• Develop strategies to improve customer interactions and enhance the overall collection

Candidate Requirement:

• Minimum 6 years in team handling
• Strong verbal and written communication skills to effectively interact with team members and customers
• Good negotiator to handle difficult and escalation cases
• Proficiency in analyzing data to drive performance improvements and strategic decisions
• Facilitate and lead optimal communication between contact center and external stakeholders to drive the performance
• Proficiency in MS Excel/PowerPoint and reporting tools for performance tracking
• Ability to work under pressure and meet strict deadlines
• Proficient in Tamil/English
• Location: Chennai