Team Leader – Operations

Credence Global Solutions; Pune District; On-site; INR 334,800 - 558,000; Full time

Job summary

Credence Global Solutions is seeking an experienced Team Leader for its collections department. The candidate will be responsible for developing team capabilities, monitoring compliance, and ensuring performance metrics are met. Applicants should have at least 1 year of experience in a similar role and 4 years in the BPO sector.

This position requires excellent communication skills, knowledge of MS Office, and a willingness to work night shifts. Credence upholds high integrity in the hiring process and does not charge fees.

Qualifications

• Minimum 1 year experience as Team Leader in collections.
• 4 years experience with BPO.
• Willingness to work night shifts.

Responsibilities

• Develop capabilities of direct reports and drive team development.
• Monitor calls for compliance and quality.
• Prepare weekly performance reviews.

Skills

Leadership skills

Communication skills

Interpersonal skills

MS Office knowledge

Process management

Education

Any Graduate

Tools

Excel

PPT

Job description

U.S Collection

Job Roles & Responsibilities

• Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well.
• Demonstrate leadership skills with experience managing teams of 13-18 members.
• Maintain daily shrinkage at less than 5%.
• Monitor calls and ensure compliance and quality performance.
• Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
• Weekly performance review with team.
• 15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account.
• Ensuring that at least 40% of his team earns incentive.
• Ensure full compliance with all company, departmental, legal, and regulatory requirements.
• Understand and execute policies, processes and procedures of the organization.
• Strong focus on collector upskilling and program goals.
• Good interpersonal skills and ability to retain and sustain tenure through strong connect with team members.
• Ability to set targets as per the process requirements and business goals.
• Identifying opportunities/training needs and defining training/coaching plan for team members.
• Knowledge of KRAs, performance metrics and reports.

Candidate Requirements

• Team Leader collections with minimum experience in same role for 1 year.
• Candidates with 1 year of Third Party Collections Experience would be preferred.
• At least 4 years of experience with the BPO business.
• Willingness to work night shifts.
• Good verbal and written communication and presentation skills.
• Preferred Qualification – Any Graduate
• Will have to lead a team of around 15-18 collection agents and drive the required client goals.
• Should have basic knowledge of MS office.
• Should be well versed with excel & PPT specially.
• Should have good process and people management skills, should be a fast learner and flexible in terms of adapting to the environment.

Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.

If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team.

Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.