B2B Collections Team Lead

Job Description:

• Complete and thorough understanding of B-2-B Collections work modalities and requirement

• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)

• Excellent Verbal and Written Communications skills

• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.

• Review and resolve issues.

• Meeting KPIs and client defined targets.

• Training and coaching on floor.

• Quality and feedback for team members for driving performance.

• Perform quality evaluations and provide coaching/feedback on performance to team members.

• Process Improvement and increasing efficiencies.

• Communication with internal and external stakeholders

• Reporting and analysis on reports and avenues for improvement.

• Work in Collections target orientation environment

• Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.

• Fair understanding on Quality tools and methodology

• Manage shrinkage & absenteeism, attritions etc.

• Outlier agent support/management

• Good communication & Interpersonal skills

• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required.

• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps

Resource Specification:

• 100% WFO (work from office)

• Willing to work in night and rotational shifts.

• Prior experience of managing a team in International B2B Collections process

• Excellent communication skills in English (Written & verbal)

• Ability to work in a targeted environment.

• Strong analytical and problem-solving skills.

• Must possess functional and strategic knowledge of domain to manage and add value to the metrices.

• Client management and effective delivery on the expectations set by the client on daily and monthly basis.

• Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.

• Strong analytical and Excel skills, including v-lookups and pivot tables

Knowledge/Experience:

• 5 to 7 years of overall experience

• At least 3 years of B2B ( Business to Business) Collections experience.