Team Leader Collection Process

Phoenix Solution; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Phoenix Solution in Mumbai is seeking a seasoned Team Leader for a Domestic BPO environment, preferably with Banking Collection exposure. You will oversee day-to-day planning, guide a team of agents, and drive performance against KPIs.

The role emphasizes engagement, attrition and ESAT management, scheduling, attendance, and routine meetings to address issues and align with organizational goals. DRA certification is a plus.

Qualifications

• Graduate or HSC qualification.
• Knowledge of throughput calculations like attrition and shrinkage.
• Experience handling 10–15 agents as a team lead.
• Experience in weekly reviews and driving organizational goals.
• Staff retention responsibilities.
• DRA certification is an added advantage.

Responsibilities

• Lead day-to-day planning and resolve operational challenges for a team of agents.
• Plan and manage group performance as per KPIs and seek to exceed expectations.
• Manage engagement, attrition and ESAT for the team.
• Prepare schedules and ensure attendance.
• Conduct regular meetings to address issues and devise action plans.

Skills

Team leadership

Throughput calculation

Attrition management

ESAT monitoring

Attendance planning

Education

Graduation or HSC

Job description

Role & responsibilities

• Should have a Team Leader Experience in Domestic BPO, Preferably in Banking Collection.
• Managing day to day planning, operational challenges and solving problems of a team of agents.
• Plan and manage the groups performance as per KPIs and look for methods to constantly exceed expectations.
• Responsible for management of Engagement, Attrition and ESAT for the team.
• Prepare schedules for the teams and ensure attendance.
• Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team.

Desired Candidate:

• Any Graduate / HSC
• Should know throughput calculation like attrition, shrinkage.
• Should have handled minimum 10 to 15 agents as team lead.
• Should handle the team weekly reviews and encourage team to meet organizational goals .
• Responsible for staff retention within the team.
• Responsible for making/bringing own team

**DRA certified added advantage**