Collection Team Leader (BPO)

Team Leader Management
Lead and supervise and team of collection representatives, providing guidance, support, and mentorship to ensure high performance and productivity.
Set clear performance expectations, goals, and targets for team members, and monitor their performance against key performance indicators (KPIs) and metrics.
Conduct regular performance evaluations, coaching sessions, and training programs to develop team members' skills, knowledge, and capabilities.
Debit Collection Management
Oversee the collection efforts of the team, ensuring compliance with company policies, procedures, and regulatory requirements governing debt collection practices.
Monitor and analyze collection activities, call volumes, and delinquency rates to identify trends, patterns, and opportunities for improvement.
Provide guidance and support to team members in negotiating payment arrangements, settlements, and repayment plans with delinquent customers.
Customer Interaction and Dispute Resolution
Handle escalated customer inquiries, complaints, and disputes related to billing, payment processing, and debt collection, demonstrating empathy, professionalism, and conflict resolution skills.
Coach team members on effective communication techniques, negotiation strategies, and customer service best practices to resolve customer issues and maintain positive relationships.
Performance Reporting and Analysis
Prepare and analyze reports on team performance, collection results, and KPIs, providing insights and recommendations to management for process improvement and performance optimization.
Track and report on collection targets, goals, and progress towards meeting departmental objectives, ensuring transparency and accountability in performance management.
Training and Development
Identify training needs and development opportunities for team members and collaborate with the training department to design and deliver relevant training programs and workshops.
Facilitate on-the-job training, coaching sessions, and skill-building activities to enhance team members' competencies in debt collection techniques, compliance requirements, and customer service excellence.
Stakeholder Engagement
Liaise with internal stakeholders, including management, client services, and quality assurance teams, to align collection strategies, address operational issues, and achieve business objectives.
Collaborate with external stakeholders, such as clients, vendors, and regulatory authorities, to ensure compliance with contractual obligations, service level agreements (SLAs), and industry regulations.
Continues Improvement and Innovation
Promote a culture of continuous improvement and innovation within the collection team, encouraging team members to identify and implement process enhancements, automation solutions, and best practices.
Foster a positive and collaborative work environment that values creativity, teamwork, and accountability, driving employee engagement and retention.