Team Leader - Operations - Collections

Credence Resource Management; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

Credence Resource Management is looking for a dedicated individual to oversee the operations of the collections team in Pune District, Maharashtra. This role involves managing international voice sales orders and ensuring efficient communication with clients.

The successful candidate will be responsible for monitoring critical KPIs and ensuring high service quality, all while meeting deadlines and maintaining accuracy in their work.

Responsibilities

• Manage daily operations of collections team, ensuring efficient processing of international voice sales orders.
• Oversee outbound calls to resolve customer queries and concerns.
• Monitor KPIs such as AHT, Shrinkage, Attrition, CSat, Dsat, NPS.
• Handle international BPO clients' needs by providing exceptional service quality.
• Ensure timely completion of tasks while maintaining high levels of accuracy.

Job description

Roles and Responsibilities

• Manage daily operations of collections team, ensuring efficient processing of international voice sales orders.
• Oversee outbound calls to resolve customer queries and concerns, reducing shrinkage through effective communication.
• Monitor KPIs such as AHT, Shrinkage, Attrition, CSat, Dsat, NPS, Sales Conversion Rate (SCR), Sales Productivity (SP) to optimize performance.
• Handle international BPO clients' needs by providing exceptional service quality standards.
• Ensure timely completion of tasks within given deadlines while maintaining high levels of accuracy.